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 from where you are most successful
- Obsessed with our customers 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
Your Role at Impact:
As a Senior Customer Solutions Specialist, you will be an impact.com platform expert, enabling you to provide world-class customer support, assisting our clients in the best way to use our platform to manage their Partnerships Channel. Engaging with a wide range of clients (from small publishers to multinational brands) via our in-app live chat and ticket system. Collaborating within your team and with other teams using a selection of tools to craft solutions to clients issues. Your daily role will be to provide support for account setup, platform usage as well as basic finance related questions . You will have the opportunity to troubleshoot technical issues and the ability to escalate to other teams where applicable. Your curiosity and drive will be needed to continuously learn about impact.coms platform and our clients partnership marketing efforts.
The Customer Solutions team is part of the broader Customer Engineering team, whose responsibility it is to ensure a high-quality user experience and drive user retention. Our global Customer Solutions team comprises Customer Solutions Specialists, providing 24/5 product support coverage while continuously finding ways to improve our user experience and operational efficiencies.
What You'll Do:
- First point of contact when a client has a problem with using the platform.
- Engaging with our users via in-app chat and ticketing system
- Investigating and troubleshooting user and platform issues, including replicating the clients experience, testing features and gathering information
- Learning how to best assist our clients business through the best use of the platform and new features as they are developed
- Manage support cases to ensure issues are recorded, tracked, resolved, and our clients feel supported all in a timely manner.
- Liaising with a diverse group of professionals across multiple teams.
- Get involved in cross-functional projects aimed at improving customer experience and operational efficiency.
- Working with the Senior team to drive operational efficiencies, change, and alignment with internal teams.
- Mentor the broader team.
- Experience in customer support/service within the SaaS world
- Understand the Affiliate Market Eco System
- Basic understanding of how business processes work to empathise with what our clients are trying to get done on our platform
- Super user level understanding of the internet - Google-Fu master!
- Detail-oriented, able to effectively prioritize tasks, triage conflicting issues with solid time management
- Customer-centric, willing to be an advocate for your clients needs and a passion for providing a great customer experience
- Excellent verbal and written communication skills
- Able to breakdown complex topics into digestible explanations
- The ability to analyse data for insights
- A quick thinker and problem-solver with the ability to pivot when needed
- A self-starter that can work autonomously as well as in a team, and knows how to get stuff done
- Resourceful and able to teach oneself and find an answer
- Hungry to learn and continuously growing your knowledge as the Product/Business evolves
- Familiarity with concepts like API, FTP, SQL, Javascript, HTML, as well as basic business accounting
- Ability to use Initiative & be Proactive
- Casual work environment, including working from home
- Unlimited PTO policy
- Take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both
- 6 month paternity/maternity leave
- Training & Development
- Learning the advanced partnership automation products
- Medical Aid and Provident Fund
- Group schemes with Discovery & Bonitas for medical aid
- Group scheme with Momentum for provident fund
- Restricted Stock Units
- 3-year vesting schedule pending Board approval
- Internet Allowance
- Free Affiliate & Partnerships Industry Fundamentals Certification by PXA
- Fitness club fee reimbursements
