Customer Solutions Manager

Impact.com • Columbus, OH

1d • Hybrid

About The Position

impact.com's global support organization is undergoing a significant transformation, focusing on rapid scaling and the integration of advanced AI and automation to deliver a world-class customer experience. The company is seeking a seasoned Customer Solutions/Customer Support Manager to lead and enhance a high-performing team of Support Specialists in their Columbus office. This global support team manages all customer inquiries for the thousands of brands and millions of partners within the impact.com ecosystem, operating across the US, South Africa, Singapore, Malaysia, Japan, and Australia. The role requires an operationally rigorous leader who exemplifies excellence, can navigate complex cross-functional workflows, and confidently drive team performance. The position is based in the Columbus office and follows a hybrid work model, requiring three days per week in the office.

Requirements

• A proven track record of managing support teams, with a required background in BPO operations or high-volume Customer Support environments.
• Experience in a fast-paced SaaS company is highly preferred.
• Hands-on experience managing and optimizing modern Customer Relationship Management (CRM) platforms (e.g., Freshdesk, Zendesk) and implementing structured quality assurance (QA) frameworks.
• High Performance Standards: Experience building and sustaining high-performing teams, with the confidence to execute formal performance management and written accountability.
• Operational & Data Literacy: Deep expertise in establishing reporting cadences and acting on support metrics. Highly analytical, comfortable navigating a transforming operational machine, and know how to use data to tell a story and drive team behavior.
• AI & Tech Fluency: A strong understanding of how AI tooling augments (rather than replaces) support operations. Must be a champion of using automation to eliminate repetitive work, allowing your team to elevate their proficiency and focus on complex, high-value customer interactions.
• Exceptional Communication: Direct, structured, and professional communication skills, both written and verbal, with a proven ability to manage cross-functional stakeholders effectively.

Nice To Haves

• A strong interest in or familiarity with the Marketing Technology (MarTech), affiliate, creator, or partnership marketing space is a major plus.
• Affiliate & Partnerships Industry Fundamentals Certification (Free by PXA)

Responsibilities

• Manage day-to-day operations of the Columbus support team independently, ensuring the team consistently meets and exceeds KPIs for customer satisfaction, ticket resolution, and response times.
• Take end-to-end ownership of building and refining complex operational processes from the ground up.
• Lead, mentor, and inspire a team of Support Specialists, championing their career pathing and personal excellence by establishing clear expectations, maintaining professional boundaries, and utilizing direct, structured feedback loops.
• Actively develop your team through regular coaching and performance reviews, while independently handling constructive feedback, performance improvement plans (PIPs), and behavioral standards to build a highly skilled, motivated organization.
• Serve as the primary escalation point for complex or sensitive customer issues, ensuring swift, satisfactory resolutions.
• Consolidate team feedback to provide strategic insights to Product, Engineering, and other cross-functional partners.
• Build an ingrained habit of data review and reporting, ranging from daily shift management to comprehensive monthly business reviews, understanding the 'why' behind the numbers to make informed, data-driven decisions.
• Lead your team through technological transformation, supporting the rollout of GenAI tooling to automate routine tasks and empower agents to focus on intensive investigation, cross-functional problem solving, and delivering genuine empathy.
• Build strong, proactive relationships with cross-functional teams to resolve process breakdowns.
• Seamlessly collaborate with peer managers across EMEA, APAC, and NAM to ensure consistent standards and a seamless global support experience across time zones.
• Recruit, hire, and onboard new talent to support the team's ongoing growth and success.

Benefits

• Medical, Dental, and Vision insurance
• Office-only catered lunch every Thursday, a healthy snack bar, and great coffee
• Flexible spending accounts and 401(k)
• Responsible PTO policy
• Mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage.
• Monthly gym reimbursement policy
• 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.
• Free Coursera subscription
• PXA courses
• Parental leave policy: 26 weeks of fully paid leave for the primary caregiver and 13 weeks fully paid leave for the secondary caregiver.
• Technology stipend to help you set up your home office
• Monthly allowance to cover your internet expenses.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed