Customer Solutions Specialist II

Our Company: impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey. From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, impact.com empowers brands to drive trusted, performance-based growth through authentic relationships. Its award-winning products - Performance (affiliate), Creator (influencer), and Advocate (customer referral) - unify every type of partner into one integrated platform. As consumers increasingly rely on recommendations from people and communities they trust, impact.com helps brands show up where it matters most. Today, over 5,000 global brands, including Walmart, Uber, Shopify, Lenovo, L’Oréal, and Fanatics, rely on impact.com to power more than 225,000 partnerships that deliver measurable business results. Your role at impact.com: impact.com’s global support organization is extending its team in our Cape Town office. Our global support team handles all customer queries for the thousands of brands and millions of partners in the impact.com ecosystem via live chat and tickets. We are responsible for making interactions with impact.com a delight across all surfaces. As impact.com platform experts, we help users navigate the platform, diagnose and troubleshoot affiliate tracking issues, analyze data logs, provide guidance on dynamic commissioning and contract logic and address any other issues that arise, acting as the voice of the customer and providing critical input to our product & engineering teams.You will engage with a wide range of clients (from small publishers to multinational brands) via in-app live chat and ticketing systems. The global team spans South Africa, the US, Singapore, Malaysia, Japan, and Australia, supporting customers in every country worldwide. Working in the team requires technical aptitude, curiosity for the ever-evolving world of affiliate marketing and marketing technology, and a genuine passion for customer service and delivering memorable customer experiences. Great candidates embody those values, along with meticulous attention to detail and the ability to handle customers in every state of mind. Our business is scaling rapidly, and how we support our customers is at the heart of what we do. What You'll Do: As a Customer Solutions Specialist, you will be the front line of technical expertise and client advocacy, delivering world-class support and driving product excellence. You will also: Deliver Expert Technical & Product Support: • First-Line Resolution: Act as the primary point of contact for our global user base across in-app live chat and ticketing systems, delivering prompt, professional, and delightful support. • Complex Troubleshooting: Support clients with account setup, platform navigation, affiliate S2S and web tracking troubleshooting, financial reporting reconciliation, and basic billing inquiries while consistently meeting global KPIs and quality standards. • Clear Communication: Translate intricate technical concepts and platform workflows into clear, actionable, and customer-friendly explanations. Deep-Dive Investigation & Diagnostic Problem-Solving: • Root-Cause Analysis: Go beyond surface-level answers by replicating customer environments, inspecting front-end code, testing platform features, and running diagnostics to isolate underlying bugs. • Leverage Modern Tooling: Utilize internal and AI-powered diagnostic tools to streamline issue resolution, actively contributing ideas to refine and expand these internal capabilities. • End-to-End Case Ownership: Manage multiple concurrent inquiries, ensuring every case is accurately tracked, thoroughly documented, and resolved in a timely manner. Champion the Customer & Drive Cross-Functional Collaboration: • Voice of the Customer: Gather structured client feedback and advocate for user needs to bridge the gap between customers and internal teams. • Cross-Functional Partnership: Liaise directly with Product, Engineering, and Finance teams to escalate critical bugs, improve usability, and enhance overall product functionality. • Operational Projects: Contribute to cross-functional initiatives aimed at scaling team efficiency and elevating customer experience. Share Knowledge & Drive Continuous Learning: • Team Mentorship: Share best practices, case learnings, and platform insights with the broader Customer Solutions team, providing informal guidance to onboarding or less experienced peers. • Proactive Development: Continuously expand your skill set through industry certifications (e.g., PXA) and professional development courses (e.g., Coursera), applying new insights to optimize workflows and team outcomes. What You Bring: • 2+ years of hands-on technical support (ideally B2B SaaS), front-end web development or digital marketing operations. • Degree/qualification in a technical or business field, or equivalent practical experience in SaaS/web tech. • Customer-First Mindset: Deeply empathetic and customer-centric, dedicated to advocating for client goals, understanding business workflows, and consistently delivering delightful support experiences. • Technical & Domain Literacy: Working knowledge of HTML/CSS/JS, APIs, SQL, and SFTP, alongside an understanding of affiliate marketing and basic business accounting. • Analytical Problem-Solving: A systematic troubleshooter who isolates root causes without relying on scripts, triages competing priorities, and quickly masters complex platforms. • Communication & Composure: Ability to translate complex technical concepts into clear, customer-friendly guidance while handling tense escalations with empathy, patience, and professionalism. • Drive & Autonomy: A self-starter eager to master new tools, continuously upskill, and work autonomously while collaborating closely with a global team. Benefits/Perks: At impact.com, we believe that when you’re happy and fulfilled, you do your best work. That’s why we’ve built a benefits package that supports your well-being, growth, and work-life balance. • Flexible Working: Our Responsible PTO policy means you can take the time off you need to rest and recharge. We're committed to a positive work-life balance and provide a flexible environment that allows you to be happy and fulfilled in both your career and your personal life. • Health and Wellness: Your well-being is a priority. Our mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage. We also offer a monthly gym reimbursement policy to support your physical health. • A Stake in Our Growth: We offer Restricted Stock Units (RSUs) as part of our total compensation, giving you a stake in the company's growth with a 3-year vesting schedule, pending Board approval. • Investing in Your Growth: We’re committed to your continuous learning. Take advantage of our free Coursera subscription and our PXA courses. • Parental Support: We offer a generous parental leave policy, 26 weeks of fully paid leave for the primary caregiver and 13 weeks fully paid leave for the secondary caregiver. • Technology Financial Support: We provide a technology stipend to help you set up your home office and a monthly allowance to cover your internet expenses. impact.com is proud to be an equal opportunity workplace. All employees and applicants for employment shall be given fair treatment and equal employment opportunity regardless of their race, ethnicity or ancestry, color or caste, religion or belief, age, sex (including gender identity, gender reassignment, sexual orientation, pregnancy/maternity), national origin, weight, neurodivergence, disability, marital and civil partnership status, caregiving status, veteran status, genetic information, political affiliation, or other prohibited non-merit factors. #LI-ND1