Customer Solutions Specialist

impact.com’s global support organization is extending its team in our Columbus office. This role is one of six new positions, all starting at the same time. 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.

The global team spans the US, South Africa, 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. Come join us and help build the future of this team. Work in our Columbus office is in-office three days a week, in one of two assigned shifts (8:00 a.m. - 5:00 p.m. or 10:00 a.m. - 7:00 p.m.). You may request your preferred shift, and we will assign new team members based on the number of requests for each shift and the team's needs.

• →Provide Expert Technical Support: Deliver high-quality, delightful technical troubleshooting and support to our global user base via live chat and ticketing systems during your assigned shift.
• →Investigate & Replicate Issues: Go beyond surface-level answers. You will replicate client environments, inspect front-end code, test platform features, reconcile financial reports and run technical diagnostics to isolate root causes. You will use internal (AI-powered) tooling in this process and are encouraged to drive the use and assist the development of such tools.
• →Take Proactive Initiative: Actively pursue professional development by taking advantage of our free Coursera subscriptions and completing industry certifications through our Partnership Experience Academy (PXA). Use this knowledge to suggest workflow improvements and optimize customer outcomes.
• →Serve as the Voice of the Customer: Gather structured client feedback and partner with our product and engineering teams to address platform bugs, improve usability, and enhance the overall product experience.
• →Navigate Complex Workflows: Manage multiple concurrent technical inquiries, ensuring thorough, accurate documentation and professional communication at every step.

• 2+ Years of Experience: Direct, hands-on experience in Technical Customer Support (preferably within a B2B SaaS environment) or Front-End Web Development.
• Established Technical Grounding: Comfort and direct experience working with modern web concepts and tools:
• Reading and diagnosing HTML, CSS, and basic JavaScript.
• Working knowledge of APIs (making requests, understanding status codes, reading JSON payloads).
• Exposure to database queries (SQL) and data transfers (FTP/SFTP).
• Proven Analytical & Troubleshooting Ability: A track record of dissecting complex system issues systematically, rather than relying solely on pre-written scripts or looking to escalate immediately.
• Phenomenal Written Communication: The ability to simplify highly technical, complex product mechanics into clear, friendly, and actionable instructions for non-technical users.
• Drive & Initiative: An autonomous self-starter who is excited about learning a robust, multi-faceted platform and proactively pursuing continuous education (such as PXA courses).
• Resilience & Professionalism: The emotional intelligence and presence to support clients in high-pressure situations, keeping a calm, positive, and empathetic attitude.
• Education: Bachelor’s degree in a technical or business-related field, or equivalent practical, hands-on experience in technical environments.

• Affiliate & Partnerships Industry Fundamentals Certification (Free by PXA)
  
  

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 promoting a positive work-life balance and provide a flexible environment that enables you to be happy and fulfilled in both your career and 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 coverage for dependents. 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 of 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.