Customer Solutions Specialist- EST Time Zone

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 5,000 global brands, including Walmart, Uber, Shopify, Lenovo, L'Oréal, and Fanatics, rely on to power more than 225,000 partnerships that deliver measurable business results.

Your Role at

:
As a Customer Solutions Specialist, you'll be at the heart of our customer experience — helping brands and publishers get the most out of the platform. You'll troubleshoot issues, optimize workflows, and ensure every client interaction feels seamless and supported. You'll join a global team of Customer Solutions Specialists who provide 24/5 product support coverage while continuously improving our user experience and driving operational excellence.

What You'll Do:

• Provide world-class client support during US EST hours (1 pm–11 pm SAST), ensuring timely and effective responses to all client needs.
• Act as the first point of contact for clients, diagnosing and resolving platform issues through in-app chat and ticket systems.
• Investigate and troubleshoot user challenges by replicating client experiences, testing features, and identifying root causes.
• Collaborate with cross-functional teams to enhance client satisfaction and continuously improve platform performance.
• Partner with senior team members to drive operational efficiencies, streamline workflows, and ensure alignment across teams.
• Stay up to date on new features and product updates to proactively help clients maximise the value of the platform

What You Bring:

• 2+ years of experience in Front-End Web Development or Technical Customer Support, ideally within a SaaS environment.
• Strong technical troubleshooting skills and a proven ability to simplify complex issues for non-technical users.
• A solid understanding of the Affiliate Marketing ecosystem and how businesses use digital platforms to drive growth.
• Comfortable working with tools and concepts like APIs, FTP, SQL, JavaScript, and HTML. Analytical mindset with the ability to interpret data and uncover actionable insights.
• Excellent communication skills — you can translate technical details into clear, engaging explanations.
• Highly organized and detail-oriented, able to manage priorities and deliver high-quality support under pressure.
• A customer-first approach — you advocate for client needs and care deeply about delivering an exceptional experience.
• Curious and resourceful, with a genuine appetite for learning as the product and business evolve

Nice to
Have:
Affiliate & Partnerships Industry Fundamentals Certification
by PXA
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.

• Medical Aid and Provident Fund

• Group schemes with Discovery & Bonitas for medical aid

• Group scheme with Momentum for provident fund

• 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.
• Fitness Club Reimbursement
• Internet Allowance

Note: Benefits may vary by location and are subject to local regulations.
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.
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