Manager, Customer Solutions

2 weeks ago

Cape Town, South Africa Impact.com Full time

**Our Company**:
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.

If you have a desire to work in an organisation that is:

- Passionate about its people
- Focused on delivering the very best tech to our customers
- Offering the flexibility to work how and where you are most successful
- Obsessed with our customer's success
- The leading SaaS platform to automate partnerships - affiliate, influencer, technology partners, and more
- Entrepreneurial in spirit with a culture that rewards collaboration and curiosity
- Obsessed with making a difference in business and to the wider community

Impact is the global leader in Partnership Automation, working with innovative brands like Ticketmaster, Levi's, 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.

**Your Role/Responsibilities at Impact**:
An opportunity to join a Global company delivering Global Support. The broader Global team consists of around 40x people, spanning across Cape Town, New York, Santa Barbara and Sydney. The collective teams support our various regions - US, EMEA and APAC. It's a really exciting time to join the business as we are scaling globally fast, with a massive focus on the Support function.

**What You'll Do**:

- Lead a team of Customer Support agents in being customer obsessed, ensuring each member is meeting SLAs and is delivering a high quality user experience.
- Partner with cross functional partners to stay updated on product changes and push for the best overall customer facing experience.
- Drive operational excellence through continuous improvements of processes, tooling and learning.
- Assist in the planning and execution of departmental OKRs.
- Own monthly reporting of KPIs to the leadership team and Customer Solutions teams. Rally Customer Solutions and adjacent teams to improve these KPIs.
- Help design and 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 members 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 (some weekend and holiday coverage may be required on a per need basis).

**What You Have**:

- You have 5+ years experience in Customer Technical Support
- You have 2+ years experience leading or managing a Customer Support team
- You possess a deep knowledge and understanding of:

- Global Customer Support teams
- Working in a SaaS Product based business
- Technical or Analytical Campaign Manager
- Familiarity with technical concepts like APIs and FTPs
- You are an empathetic leader that sets the right expectations, helps develop teammates and successfully works cross-functionally.
- You are a self-starter who takes the initiative and sees things through to completion.
- You are passionate about delivering great customer experiences.
- You're curious and are able to grasp Impact's product and technical offer's nuances.
- You have excellent communication skills, and are able to maintain frequent and clear written communication to connect a layered, distributed team.
- You have excellent time management skills.

**Nice to have**:
***Affiliate & Partnerships Industry Fundamentals Certification** by PXA**:
**Benefits/Perks**:

- **Hybrid, Casual work environment**:

- **Unlimited PTO policy**
- 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
- **6 month primary caregiver leave**:

- **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**

**#LI-NK1

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