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Senior Director, Global Customer Support

Columbus, OH

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 the Senior Director of Global Customer Support, you will be a strategic cornerstone of our entire customer experience ecosystem. Reporting to the VP of Customer Engineering, you will serve as the most senior leader for our support function (chat, email, and phone support), taking full ownership for architecting and leading a world-class, global organization. Your mission is to build a customer-centric culture that not only resolves issues with speed and precision but also delights and empowers our users at every opportunity.

This is more than a leadership role; it's an opportunity to shape the future of how impact.com engages with its customers. You will be a manager of managers, guiding and developing leaders across the US, South Africa, and our APJ offices. You are the architect of the system, the champion of the culture, and the leader who will ensure our support organization is a key driver of customer loyalty and long-term success.

What You'll Do:

  • Strategic Leadership: Develop and execute a cohesive global support strategy that aligns with company objectives, focusing on scalability, efficiency, and an unparalleled customer experience.
  • Team Building & Development: Lead, mentor, and inspire a global team of support managers and individual contributors. Champion a culture of high performance, continuous learning, and psychological safety across diverse cultural backgrounds.
  • Operational Excellence: Design and implement scalable systems, processes, and workflows to optimize the support function. Own all key support metrics, from CSAT and resolution time to team engagement and budget efficiency, using data to drive decisions and improvements.
  • Change Management: Masterfully lead the organization through change, whether it's rolling out new technologies, adapting support models, or integrating new processes. You will build buy-in, listen to feedback, and foster a culture of experimentation and resilience.
  • Cross-Functional Collaboration: Serve as the ultimate voice of the customer to internal teams, including Product, Engineering, and Sales. Build strong feedback loops to ensure insights from the front lines are used to improve our platform and services.
  • Global Unification: Actively work to break down regional silos, creating a single, unified global support team that shares best practices, supports one another, and operates with a "one team" mentality.
  • Technology and Product Partnership: Act as a key stakeholder and partner on support-specific technology initiatives, including the re-design of support interfaces and the development of our internal AI support solutions. You will champion these changes with your teams, ensuring their feedback is incorporated and that new tools are adopted effectively to enhance both the agent and customer experience.

What You’ll Bring:

  • Experience: 10+ years of experience in customer support/service, with 5+ years in a senior leadership role (Director level or equivalent).
  • Global Leadership: Proven success leading geographically distributed, multi-cultural teams.
  • Systems Thinking: Demonstrated experience architecting and scaling the operational components of a support organization, including ticketing systems, knowledge bases, and workforce management.
  • Inspirational Leadership: You are an inspiring and charismatic leader who can articulate a compelling vision and rally a diverse team around it. You lead with empathy and enthusiasm, and people genuinely want to work for you.
  • Customer Obsession: An obsessive passion for customer satisfaction and service excellence. You constantly think about how to improve the customer journey.
  • High Emotional Intelligence: A natural ability to build trust, navigate complex interpersonal dynamics, and foster strong relationships across all levels and cultures.
  • Player-Coach Mentality: You possess executive presence and are a strong strategic thinker, but you are not afraid to roll up your sleeves and dig into the details when needed to solve a problem or coach a team member.

Salary Range: $200,000 - $230,000 per year, plus eligible to receive Restricted Stock Unit (RSU) grant and additional variable annual bonus contingent on Company performance up to 5%. *This is the pay range the Company believes is equitable for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time.

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.

  • Medical, Dental, and Vision insurance
  • Office-only catered lunch every Thursday, a healthy snack bar, and great coffee to keep you fueled 
  • Flexible spending accounts and 401(k)
  • 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.

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