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Customer Solutions Specialist

Shanghai

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, enabling you to provide  world-class customer support, assisting our clients in the best way to use our platform to manage their  Partnerships Channel. Engaging with a wide range of clients (from small publishers to multinational  brands) via our in-app live chat and ticket system. Collaborating within your team and with other teams  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 basic finance related 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.  

What You'll Do:

  • First point of contact when a client has a problem with using the platform. 
  • Engaging with our users via in-app chat and ticketing 
  • Investigating and troubleshooting user and platform issues, including replicating the client’s  experience, testing features and gathering information  
  • Learning how to best assist our client’s business through the best use of the platform and new  features as they are developed 
  • Manage support cases to ensure issues are recorded, tracked, resolved, and our client’s feel  supported all in a timely manner. 
  • Liaising with a diverse group of professionals across multiple teams.  
  • Get involved in cross-functional projects aimed at improving customer experience and operational  efficiency.  
  • Working with the Senior team to drive operational efficiencies, change and alignment with internal  teams.  
  • Mentor the broader team.

What You Bring:

  • 2-4 years of experience in customer support/service within the SaaS world is preferred
  • Master's degree, majored in Research, Computer Science, Finance, Linguistics
  • Basic understanding of how business processes work to empathise with what our clients are  trying to get done on our platform
  • “Super user” level understanding of the internet - Google-Fu master!
  • Detail-oriented, able to effectively prioritize tasks, triage conflicting issues with solid time  management
  • Customer-centric, willing to be an advocate for your client’s needs and a passion for providing a  great customer experience
  • Excellent English verbal and written communication skills
  • Able to break down complex topics into digestible explanations
  • The ability to analyze data for insights 
  • A quick thinker and problem-solver with the ability to pivot when needed
  • A self-starter that can work autonomously as well as in a team, and knows how to get stuff done
  • Resourceful and able to teach oneself and find an answer
  • Hungry to learn and continuously growing your knowledge as the Product/Business evolves
  • Familiarity with concepts like API, FTP, SQL, JavaScript, HTML, affiliate marketing is a plus
  • A tertiary qualification in customer service or digital marketing is beneficial

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.
  • 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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