Manager, Customer Solutions

Impact.com•Columbus, OH

2d•$90,000 - $110,000•Hybrid

About The Position

impact.com 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, impact.com 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 t9ype of partner into one integrated platform. As consumers increasingly rely on recommendations from people and communities they trust, impact.com 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 impact.com to power more than 225,000 partnerships that deliver measurable business results. impact.com’s global support organization is in the midst of a transformation, scaling rapidly while integrating advanced AI and automation to deliver a world-class customer experience. We are looking for a seasoned Customer Solutions / Customer Support Manager to oversee and elevate a high-performing team of Support Specialists in our Columbus office. Our global support team handles all customer queries for the thousands of brands and millions of partners in the impact.com ecosystem. Operating across the US, South Africa, Singapore, Malaysia, Japan, and Australia, we require an operationally rigorous leader who models excellence, navigates complex cross-functional workflows, and confidently drives team performance. Work in our Columbus office is hybrid, with a requirement of being in-office three days a week.

Requirements

A proven track record of managing support teams, with a required background in BPO operations or high-volume Customer Support environments.
Hands-on experience managing and optimizing modern Customer Relationship Management (CRM) platforms (e.g., Freshdesk, Zendesk) and implementing structured quality assurance (QA) frameworks.
Experience building and sustaining high-performing teams, with the confidence to execute formal performance management and written accountability.
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.
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.
Direct, structured, and professional communication skills, both written and verbal, with a proven ability to manage cross-functional stakeholders effectively.

Nice To Haves

Experience in a fast-paced SaaS company is highly preferred.
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.
Champion 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.
Understand the "why" behind the numbers, going beyond just pulling metrics to making informed, data-driven decisions that elevate both operational performance (KPIs, SLAs) and people development (QA, coaching needs, and capacity).
Lead your team through our technological transformation.
Support the rollout of GenAI tooling to automate routine tasks and "clear the clutter," empowering your agents to focus on what humans do best: intensive investigation, cross-functional problem solving, and delivering genuine empathy to our customers.
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 to keep you fueled
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
26 weeks of fully paid leave for the primary caregiver
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