Customer Solutions Specialist

6 months 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 you enjoy working with fun and talented people from all over the world then this is the place for you.
- 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 customers' 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 1000 employees and 10 offices across Europe, the United States, Africa, and Asia so there is plenty of opportunity for growth and advancement.

**Your Role at Impact**:
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 customer experience and 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: Finance, Fintech, Accounting, or banking
- University Degree in Accounting 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, as well as basic business accounting
- 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/Perks**:

- **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
- **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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