Influencer Support Associate

3 days ago

Cape Town, South Africa Impact 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 at Impact**:
As an Influencer Support Associate, you will be responsible for the growth of our Influencer Relationship Management Platform through strong communication skills with a highly organised data driven mindset. You will drive a world-class influencer experience that builds trust, retention and loyalty. Your role is pivotal to ensure adoption and engagement of our product with our influencers, accelerating their growth and helping them win

**What You'll Do**:

- Acting as the point of contact for the Influencers that need support on our platform, empowering influencers to get the most out of our platform and grow their businesses.
- Become our platform expert, identify common influencer challenges, offering collaboration with the Product team to translate business needs and product requirements into the best influencer experience possible.
- Increase influencer satisfaction and build retention/loyalty by providing amazing, personal influencer support. Providing world-class growth enablement and the ultimate influencer experience that builds trust, retention, and loyalty
- Provide Influencer Market & Product feedback to the team regarding the platform on the top of the funnel level
- Provide support in partnership with the Customer Success team to diagnose, research, document and resolve escalated issues.
- Always look for ways to improve the influencer experience, whether through avenues of communication, identifying top issues and process improvement. Participate in additional projects, supporting influencers to achieve maximum satisfaction.
- Hear beyond the influencers' tactical request or problem, to guide them to a solution.
- Relationship building and establishing clear lines of communication with our influencers.
- Strong communication skills, both written and verbal
- Maintaining a positive, empathetic and professional attitude toward influencers at all times
- The ability to multitask, especially as you may be juggling queries via chat and tickets at a given time
- Excellent problem solver
- A sense of ownership and teamwork
- Strong time management skills
- Log tickets with relevant teams and escalate appropriately based on the impact of the issue
- Relationship building and establishing clear lines of communication with internal relevant teams and cross-functionally, as needed.
- Contribute towards our existing support processes to create effective, efficient support experience
- Keeping abreast and adhering to all relevant business processes that impact your role.
- Contributing to documentation and driving best practices.
- Develop industry Complete required online and interactive training.
- To ensure you constantly develop your product knowledge you need to ensure you keep abreast of all relevant product training and Use our staging environment to test and play around.
- Develop productive internal and regional relationships to share knowledge and learnings with your team.
- Project managing 1-2x small or medium sized projects as part of your development

**What You Have**:

- Bachelor's Degree
- 1+ years of client-facing experience
- Excellent verbal and written communication skills
- Solid understanding of the influencer marketing ecosystem
- Healthy dose of initiative and the ability to remain flexible
- Detail-oriented and able to efficiently prioritise tasks
- Must be a critical thinker and a resourceful problem-solver
- Enthusiastic team player
- Great conflict resolution skills
- Excellent time management skills
- Excellent organisational skills and proficiency in Google Sheets & Excel
- Levelheadedness

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