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Customer Solutions Specialist- EST Time Zone

Cape Town

About impact.com
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:

As a Customer Solutions Specialist, you will be an impact.com platform expert enabled to provide world-class customer support. You will assist our clients on how to best use our platform to manage their Partnerships Channel. Engage with a wide range of clients (from small publishers to multinational brands) via our in-app live chat and ticket system. Collaborate within your team and with other teams across the globe using a selection of tools to craft solutions to clients’ issues. Your daily role will be to provide support for account setup, platform usage as well as finance questions. You will have the opportunity to troubleshoot technical issues and the ability to escalate to other teams where applicable. Your curiosity and drive will be needed to continuously learn about impact.com’s platform and our clients’ partnership marketing efforts. 

The Customer Solutions team is part of the broader Customer Engineering team, whose responsibility is to ensure a high-quality user experience and drive user retention. Our global Customer Solutions team comprises Customer Solutions Specialists who provide 24/5 product support coverage while continuously finding ways to improve our user experience and operational efficiencies.

What You'll Do:

  • Provide world-class client support during US EST hours (1 pm–11 pm SAST), ensuring timely and effective responses to all client needs.

  • Act as the first point of contact for clients, diagnosing and resolving platform issues through in-app chat and ticket systems.

  • Investigate and troubleshoot user challenges by replicating client experiences, testing features, and identifying root causes.

  • Collaborate with cross-functional teams to enhance client satisfaction and continuously improve platform performance.

  • Partner with senior team members to drive operational efficiencies, streamline workflows, and ensure alignment across teams.

  • Stay up to date on new features and product updates to proactively help clients maximise the value of the platform.

What You Have:

  • 2+ years of experience in Front-End Web Development or Technical Customer Support, ideally within a SaaS environment.

  • Strong technical troubleshooting skills and a proven ability to simplify complex issues for non-technical users.

  • A solid understanding of the Affiliate Marketing ecosystem and how businesses use digital platforms to drive growth.

  • Comfortable working with tools and concepts like APIs, FTP, SQL, JavaScript, and HTML.

  • Analytical mindset with the ability to interpret data and uncover actionable insights.

  • Excellent communication skills — you can translate technical details into clear, engaging explanations.

  • Highly organized and detail-oriented, able to manage priorities and deliver high-quality support under pressure.

  • A customer-first approach — you advocate for client needs and care deeply about delivering an exceptional experience.

  • Curious and resourceful, with a genuine appetite for learning as the product and business evolve.

 

Nice to have:

 Affiliate & Partnerships Industry Fundamentals Certification by PXA

Benefits and 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.
  • Medical Aid and Provident Fund 
    • Group schemes with Discovery & Bonitas for medical aid
    • Group scheme with Momentum for provident fund
  • 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.
  • Fitness Club Reimbursement
  • Internet Allowance

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.

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