Apply on Employer Site

impact.com · 13 hours ago

Manager, Customer Solutions

Columbus

Full-time

Hybrid

Mid, Senior Level

$90K/yr - $110K/yr

impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow through partnerships. The Manager, Customer Solutions will oversee a new support team in Columbus, ensuring excellent customer service and operational efficiency while developing team members and managing escalations.

Computer Software

H1B Sponsor Likely

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

Qualification

Customer support managementCustomer support operationsLeadership skillsSaaS experiencePerformance metrics analysisProcess improvementCoaching skillsRecruitment skillsPassion for serviceBuilding team cultureEscalation managementOperational processesKPI managementCustomer experienceStrategic insightsTeam feedback consolidationCareer pathingTeam managementInternal motivationMentoringCollaboration

Required

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

Preferred

Affiliate & Partnerships Industry Fundamentals Certification (Free by PXA)

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.

Company

impact.com

Glassdoor4.0

impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more.

Founded in 2008

Santa Barbara, California, US

1001-5000 employees

https://impact.com/

H1B Sponsorship

impact.com has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (9)

2024 (9)

2023 (9)

2022 (3)

2021 (2)

2020 (5)