Manager, Customer Solutions

Role Title: Manager, Customer Solutions

About impact.com

impact.com is the worlds 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 productsPerformance (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, LOral, and Fanatics, rely on impact.com to power more than 225,000 partnerships that deliver measurable business results.

Your Role at impact.com:

impact.coms 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.

What You'll Do:

• Drive Operational Rigor & Hit KPIs: 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.
• Develop Talent & Drive Accountability: 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.
• Manage Performance Confidently: 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.
• Own Escalations & Champion the Voice-of-the-Customer: 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.
• Establish Reporting Discipline & Act on Data: Build an ingrained habit of data review and reporting, ranging from daily shift management to comprehensive monthly business reviews. You must understand the "why" behind the numbers, going beyond just pulling metrics to making informed, >Affiliate & Partnerships Industry Fundamentals Certification (Free by PXA)

Salary Range: $90,000 - $110,000 per year, plus an additional 5% variable annual bonus contingent on Company performance and eligible to receive a Restricted Stock Unit (RSU) grant.

*This is the pay range the Company believes is equitable for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time.

Benefits and Perks:

At impact.com, we believe that when youre happy and fulfilled, you do your best work. Thats why weve built a benefits package that supports your well-being, growth, and work-life balance.

• 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: Were 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.

impact.com 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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