Senior Director, Global Customer Solutions

About 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, 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, helps brands show up where it matters most. Today, over 5, global brands, including Walmart, Uber, Shopify, Lenovo, L'Oréal, and Fanatics, rely on to power more than , partnerships that deliver measurable business results.Why this role is exciting As the Senior Director of Global Customer Support, you will be a strategic cornerstone of our entire customer experience ecosystem. Reporting to the VP, you will serve as the most senior leader for our support function (chat, email, and phone support), taking full ownership of 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 the company engages with its customers. You will be a manager of managers, guiding and developing leaders across the US, South Africa, and our EMEA / APAC 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 will be doing : Partner with cross functional leaders and regional leaders in the organization to identify the best ways to organize customer-facing and adjacent functions for efficiency and improved customer experience Plan and execute departmental OKRsOwn monthly reporting of KPIs to the leadership team and Customer Solutions teams. Rally Customer Solutions and adjacent teams to improve these KPIs.Lead projects to analyze top customer pain points and formulate product solutions to address them.Prioritize and escalate issues / product enhancements to Product and Technical teams to achieve results.Mentor the team to ensure growth and continue evolving training plans for upskilling, and be a point of escalation as needed. Assist in forecasting resources for the global team and manage hiring plans to bring top talent into the team and deliver delightful customer experiences at scale.Create, maintain, improve infrastructures to allow for lean, scalable processes that deliver quality experiences and 24*7 support.Continually improve upon existing processes to ensure scaling and success of the global teams.Does this sound like you? You have a participative and / or transformational leadership style and a self-driven work ethic. You are a self-starter who loves taking initiative and seeing things through to completion.You are passionate about delivering great customer experience and have the ability to focus on transparency in tools, processes & infrastructure to make it happen.You have curiosity, the desire to learn, and the ability to grasp the product and technical nuances of Impact's offering. Our business is changing and growing fast, who knows what the skills of tomorrow will be? Flexibility is key.You have strong communication skills, and are able to maintain frequent and clear written communication to connect a distributed team.You have superb troubleshooting skills that help you take big problems and break them down into manageable pieces with elegant solutions.You have excellent time management skills.Benefits and Perks : At , 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 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-hybrid_Cape_Town #J-18808-Ljbffr