Customer Solutions Specialist

Impact.comCape Town, South AfricaOnsite

Our Company:

At impact.com we are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded.

If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you!impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. The company’s powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with the brands and communities that customers trust to make purchases, get information, and entertain themselves at home, at work, or on the go.

To learn more about how impact.com’s technology platform and partnerships marketplace is driving revenue growth for global enterprise brands such as Walmart, Uber, Shopify, Lenovo, L’Oreal, and Fanatics visit www.impact.com.

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:

Support during US Pacific hours, 5 pm to 2 am SAST (PDT)/ 4 pm to 1 am SAST (PST).
Be the first point of contact when a client has a problem using the platform.
Engaging with our users via in-app chat and ticketing system
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, and resolved in a timely manner.
Liaise with a diverse group of professionals across multiple teams.
Be involved in cross-functional projects aimed at improving a delightful customer experience with operational efficiency.
Work with the Senior team to drive operational efficiencies, change, and alignment with internal teams.

What You Have:

2+ years experience in one of the following: Front End web development and Technical Customer Support
Proven track record of solid technical troubleshooting skills
University Degree in Computer Science or Mathematics
Experience in customer support/service within the SaaS world
Understand the Affiliate Market EcoSystem
Basic understanding of how business processes work to empathize with what our clients are trying to get done on our platform
“Superuser” 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 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 grow your knowledge as the Product/Business evolves
Familiarity with concepts like API, FTP, SQL, Javascript, and HTML
Familiarity with Excel or QuickBooks
A tertiary qualification in customer service or digital marketing is beneficial

Nice to have:

Affiliate & Partnerships Industry Fundamentals Certification by PXA

Benefits:

Hybrid, Casual work environment
Responsible PTO policy
Take the time off that you need. We are truly committed to a positive work-life balance, recognizing that it is important to be happy and fulfilled in both
Training & Development
Learning the advanced partnership automation products
Medical Aid and Provident Fund
Group schemes with Discovery & Bonitas for medical aid
Group scheme with Momentum for provident fund
Restricted Stock Units
3-year vesting schedule pending Board approval
Internet Allowance

Fitness club fee reimbursements

Technology stipend

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-NK1

Life at Impact.com

Thrive Here & What We ValueEntrepreneurial spirit and a culture where ambition and curiosity is rewarded. | A team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world.</s> | 1. Passionate about people, technology, and customer success | 2. Entrepreneurial spirit and culture where ambition and curiosity is rewarded | 3. Valuing opinions and contributions from employees | 4. Fun and talented team members from all over the world | 5. Committed to positive worklife balance and recognizing importance of being happy and fulfilled in both</s> | 1. Entrepreneurial spirit and culture where ambition and curiosity are rewarded | 2. Passionate about people and technology, and obsessed with customer success | 3. Inclusive events planned by employeeled culture team to celebrate successes | 4. Unlimited responsible PTO and flexible work hours | 5. Continued access to Affiliate & Partnerships Industry Fundamentals Certification by PXA</s> | Emphasis on people, technology, and customer success | Inclusive events to celebrate successes | Flexible work hours and continued access to industry certifications | Unlimited responsible PTO and catered lunch every Thursday</s> | Valuing opinions and contributions of team members | Enjoying working with fun and talented people from all over the world | Established company with a cool, high-velocity work ethos</s> | 1. Positive WorkLife Balance | 2. Responsible PTO Policy | 3. Mental Health and Wellness Care via Modern Health | 4. Restricted Stock Units | 5. 3Year Vesting Schedule pending Board Approval | 6. Internet Allowance | 7. Fitness Activity Fee Reimbursements | 8. Technology Stipend | 9. BiWeekly Lunches | 10. Training & Development</s> | 1. Collaborative and supportive atmosphere in our Aarhus office | 2. Opportunities for professional growth and career advancement | 3. Culture built on trust, delegation, and initiative—your ideas matter here! | 4. Lively team environment that celebrates community and the joy of coming to work every day.</s> | Transforming the way businesses manage and optimize all types of partnerships | Cutting edge technology to solve real-world problems for clients | Rewarding ambition and curiosity | Employee-led culture team planning happy hours, parties, and other events to celebrate successes | Established company with a cool, high-velocity work ethos where each person can make a difference!</s> | 1. Unlimited PTO policy | 2. Take the time off that you need. | 3. We are truly committed to a positive worklife balance, recognising that it is important to be happy and fulfilled in both | 4. Training & Development | 5. Medical Aid and Provident Fund | 6. Stock Options | 7. 3year vesting schedule pending Board approval | 8. Internet Allowance | 9. Flexible work hours | 10. Casual work environment</s> | An established company with a cool, high-velocity work ethos, where each person can make a difference!</s> | Hybrid, Casual work environment | Take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both | Learning the advanced partnership automation products | Group schemes with Discovery & Bonitas for medical aid | Group scheme with Momentum for provident fund | 3-year vesting schedule pending Board approval | Fitness club fee reimbursements</s> | 1. Entrepreneurial spirit and a culture where ambition and curiosity is rewarded. | 2. A team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world. | 3. Passionate about our people, our technology, and obsessed with customer success.</s> | 3. Obsessed with customer success | 4. Inclusive events planned by employeeled culture team to celebrate successes | 5. Unlimited responsible PTO, flexible work hours, catered lunch every Thursday, healthy snack bar, great coffee, parental leave, technology stipend, flexible spending accounts, and 401(k)</s> | 2. Culture where ambition and curiosity is rewarded. | 3. Fun and talented people from all over the world. | 4. Valuing opinions of employees. | 5. Customer success.</s> | Passionate about our people, our technology, and are obsessed with customer success. | Constant focus on functions that can elevate, delight, retain, and grow our customers' experience. | Valuing opinions, contributions, and working with fun and talented people from all over the world.</s> | Medical Aid and Provident Fund Group schemes with Discovery & Bonitas for medical aid | Passionate about our people, technology, and customer success | Valuing creativity, learning, and growing in a supportive and helpful environment | Inclusive events planned by an employee-led culture team to celebrate successes</s> | Valuing opinions and contributions of employees | Primary caregiver leave | Group scheme for provident fund | Technology stipend</s> | Fun and talented team from all over the world</s> | Working together enables us to grow rapidly, win, and serve the largest brands in the world | We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. | We have an employee-led culture team that plans inclusive events- meaning time together and other events to celebrate our many successes! | Take the time off that you need. We are truly committed to a positive work-life balance, recognizing that it is important to be happy and fulfilled in both training & development | Medical Aid and Provident Fund group schemes with Discovery & Bonitas for medical aid | Ambition and curiosity rewarded | Valued opinion | Noticed contributions | Fun and talented people from all over the world</s> | 2. Valuing opinions and contributions | 3. Fun and talented people solving cuttingedge marketing challenges with technology | 4. Rapid growth and winning | 5. Positive worklife balance</s> | 2. Obsessed with growth and winning | 3. Cuttingedge technology solving real-world problems for clients | 4. Entrepreneurial spirit and culture where ambition and curiosity is rewarded | 5. Valuing opinions and contributions of others | 6. Fun and talented team from all over the world | 7. Flexible remote working policy | 8. Generous benefits package | 9. Supportive and committed team around you</s> | 4-year vesting schedule pending Board approval | Free Affiliate & Partnerships Industry Fundamentals Certification by PXA. | 1. Entrepreneurial spirit and a culture where ambition and curiosity are rewarded. | 3. Hybrid, Casual work environment | 4. Responsible PTO policy | 5. Take the time off that you need. We are truly committed to a positive worklife balance, recognising that it is important to be happy and fulfilled in both training & development and learning advanced partnership automation products. | 6. Medical Aid and Provident Fund group schemes with Discovery & Bonitas for medical aid and Momentum for provident fund. | 7. Restricted Stock Units | 8. 3year vesting schedule pending Board approval | 9. Internet Allowance | 10. Fitness club fee reimbursements | 11. Technology stipend</s> | 1. Passionate about people, technology, and customer success. | 2. Entrepreneurial spirit and culture where ambition and curiosity is rewarded. | 3. Valuing opinions and contributions of employees. | 4. Fun and talented team from all over the world. | 5. Inclusive events planning by employeeled culture team. | 6. Mental Health and Wellness Benefit Including 12 Therapy/Coaching sessions + Dependent coverage. | 7. Established company with a cool, highvelocity work ethos, where each person can make a difference!</s> | 3. Supportive and committed team around you. | 4. Employeeled culture team that plans inclusive events. | 5. Mental Health and Wellness Benefit Including 12 Therapy/Coaching sessions + Dependent coverage.</s> | 4. Fun and talented people from all over the world.</s> | Inclusive events planned by employee-led culture team to celebrate successes</s> | 3. Passionate about our people, our technology, and are obsessed with customer success. | 4. Transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. | 5. Cutting edge technology to solve realworld problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before.</s> | 2. Passionate about People, Technology, and Customer Success | 4. Rewarding Ambition and Curiosity | 5. Valuing Opinions and Contributions</s> | 3. Inclusive events to celebrate successes | 4. Employeeled culture team that plans time together and other events | 5. Flexible work hours, PTO, and parental leave</s> | 1. Passionate about people and technology | 2. Obsessed with customer success | 3. Entrepreneurial spirit and culture where ambition and curiosity are rewarded | 4. Valuing opinions and contributions of employees | 5. Fun and talented people from all over the world</s> | 5. Commitment to highquality user experience and supporting user retention</s> | Passionate about its people | Focused on delivering the very best tech to customers | Offering flexibility to work how and where you are most successful | Obsessed with making a difference in business and to the wider community | Entrepreneurial in spirit with a culture that rewards collaboration and curiosity | Impact is the global leader in Partnership Automation, working with innovative brands like Ticketmaster, Microsoft, Airbnb, and Uber to help them manage their online affiliate, influencer, brand to brand, and content partnerships. | The Impact Partnership Cloud covers the full life partnership lifecycle including onboarding, tracking ads and paying partners, recruiting for new partners, data and marketing intelligence, and protection from fraud. Founded in 2008, Impact has grown to over 500 employees and ten offices across Europe, the United States, Africa, and Asia so there is plenty of opportunity for growth and advancement.</s> | 3. Unlimited PTO policy | 4. Take the time off that you need. We are truly committed to a positive worklife balance, recognising that it is important to be happy and fulfilled in both | 5. Training & Development | 7. Group schemes with Discovery & Bonitas for medical aid | 4. Valuing opinions and contributions of employees. | 5. Positive worklife balance.</s> | Mental Health and Wellness Benefit - Including 12 Therapy/Coaching sessions + Dependent coverage</s> | Training & Development opportunities | Stock Options (3-year vesting schedule pending Board approval) | Unlimited PTO policy - take the time off that you need. | Training & Development - learning the advanced partnership automation products | Take the time off that you need. We are truly committed to a positive work-life balance, recognizing that it is important to be happy and fulfilled in both primary caregiver leave. | Training & Development: Learning the advanced partnership automation products | Employee-led culture team that plans inclusive events</s> | Passionate about our people, and our technology, and are obsessed with customer success. | Working together enables us to grow rapidly, win, and serve the largest brands in the world. | We use cutting-edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. | We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. | If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you!</s> | 5. Inclusive Events to Celebrate Many Successes</s> | Inclusive events to celebrate successes</s> | 1. Hybrid, Casual work environment | 3. Take the time off that you need. We are truly committed to a positive worklife balance, recognising that it is important to be happy and fulfilled in both | 5. Medical Aid and Provident Fund Group schemes with Discovery & Bonitas for medical aid | 6. Group scheme for provident fund | 10. Primary caregiver leave | 11. Fitness club fee reimbursements | 12. Technology stipend | 13. Mental Health and Wellness Benefit Including 12 Therapy/Coaching sessions + Dependent coverage</s> | Enjoy working with fun and talented people from all over the world</s> | 1. Entrepreneurial spirit and culture where ambition and curiosity is rewarded. | 2. Positive worklife balance, recognizing the importance of being happy and fulfilled in both personal and professional life. | 3. Hybrid work environment with responsible PTO policy. | 4. Take the time off that you need. We are truly committed to a positive worklife balance, recognizing that it is important to be happy and fulfilled in both personal and professional life. | 5. Private Health insurance, Mental Health & Wellness care via Modern Health, Restricted Stock Units, 3year vesting schedule pending Board approval, Internet Allowance, Fitness activity fee reimbursements, Technology stipend, Bi-weekly lunches, Training & Development, Learning the advanced partnership automation products.</s> | 3. Valuing opinions and contributions from team members | 5. Unlimited PTO policy and commitment to positive worklife balance</s> | Casual work environment, including working from home | Take the time off that you need. We are truly committed to a positive work-life balance, recognizing that it is important to be happy and fulfilled in both personal and professional life. | Training & Development: Learning advanced partnership automation products | Restricted Stock Units with 3-year vesting schedule pending Board approval | 4. Truly committed to a positive worklife balance | 5. Learning the advanced partnership automation products | 6. Medical Aid and Provident Fund Group schemes with Discovery & Bonitas for medical aid | 7. Group scheme with Momentum for provident fund | 8. Restricted Stock Units | 9. Technology Stipend | 10. Internet Allowance | 11. Fitness club fee reimbursements</s> | 2. Fun and Talented People from All Over the World | 4. Obsessed with Customer Success | 5. Passionate about Technology and People</s> | 1. Unlimited PTO policy take the time off that you need. | 2. Training & Development learning advanced partnership automation products | 3. Flexible work hours | 4. Private Health Insurance | 5. Casual work environment | 6. Mental Health aware via Modern Health | 7. Free Affiliate & Partnerships Industry Fundamentals Certification by PXA</s> | 3. Valuing opinions and contributions of team members | 4. Enjoy working with fun and talented people from all over the world</s> | 2. Ambition and Curiosity Rewarded | 3. Valued Opinions and Contributions | 5. Supportive and Committed Team</s> | 1. Obsessed with customer success