Manager, Customer Solutions

Impact.com•Columbus, OH

6d•$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 type 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 launching a brand new team in our Columbus office. You will be the first support manager in Columbus, overseeing a new team of agents. Our global support team handles all customer queries for the thousands of brands and millions of partners in the impact.com ecosystem. We are responsible for making interactions with impact.com a delight across all surfaces. We help users navigate the platform and address any issues that arise, acting as the voice of the customer and providing critical input to our product & engineering teams. The global team spans the US, South Africa, Singapore, Malaysia, Japan, and Australia, supporting customers worldwide. Working in the team requires technical aptitude, curiosity, and a genuine passion for service and delivering memorable customer experiences. Great candidates embody those values, along with meticulous attention to detail and the ability to handle customers in every state of mind (from extremely happy to extremely unhappy). Our business is scaling rapidly, and how we support our customers is at the heart of what we do. Come join us and help build the future of this team. Work in our Columbus office is in-office three days a week, in one of two assigned shifts (8:00 a.m. - 5:00 p.m. or 10:00 a.m. - 7:00 p.m.). As the team grows, and the need arises for another manager, you may request your preferred shift.

Requirements

Proven experience in customer support management, preferably within a SaaS or technology company.
A track record of regularly meeting and exceeding KPIs.
Strong leadership and team management skills, with proven success in building and developing high-performing teams.
Deep expertise in customer support operations, including managing escalations, analyzing performance metrics, and improving processes.
A builder's mindset and strong internal motivation, with the enthusiasm to establish a new team and define its culture and success.
A genuine passion for service and delivering for customers.

Nice To Haves

Affiliate & Partnerships Industry Fundamentals Certification (Free by PXA)

Responsibilities

Lead, mentor, and inspire a brand new team of ten Support Specialists, fostering a culture of excellence, collaboration, and continuous improvement.
Manage day-to-day operations of the Columbus support team, ensuring the team meets and exceeds key performance indicators (KPIs) for customer satisfaction, response times, and ticket resolution.
Serve as the primary escalation point for complex or sensitive customer issues, providing expert guidance and ensuring swift, satisfactory resolutions.
Develop your team through regular coaching, performance reviews, and career pathing to build a highly skilled and motivated support organization.
Champion the voice-of-the-customer, consolidating team feedback and data to provide strategic insights to Product, Engineering, and other cross-functional partners.
Build and refine the team's operational processes and workflows from the ground up, driving efficiency and ensuring a seamless global support experience.
Recruit, hire, and onboard new talent to support the team's 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)
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.
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.

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