About impact.com
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.
Your Role at impact.com:
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 Kuala Lumpur office and the APJ region.
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 Kuala Lumpur 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, data-driven decisions that elevate both operational performance (KPIs, SLAs) and people development (QA, coaching needs, and capacity).
- Champion AI as an Enabler: 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.
- Navigate Ambiguity & Operate Globally: 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 & Scale: Recruit, hire, and onboard new talent to support the team's ongoing growth and success.
What You Bring:
- Seasoned Leadership: A proven track record of managing support teams, with a required background in BPO operations or high-volume Customer Support environments. Experience in a fast-paced SaaS company is highly preferred.
- CRM & QA Tool Expertise: Hands-on experience managing and optimizing modern Customer Relationship Management (CRM) platforms (e.g., Freshdesk, Zendesk) and implementing structured quality assurance (QA) frameworks.
- MarTech Affinity: A strong interest in or familiarity with the Marketing Technology (MarTech), affiliate, creator, or partnership marketing space is a major plus.
- High Performance Standards: Experience building and sustaining high-performing teams, with the confidence to execute formal performance management and written accountability.
- Operational & Data Literacy: Deep expertise in establishing reporting cadences and acting on support metrics. You are highly analytical, comfortable navigating a transforming operational machine, and know how to use data to tell a story and drive team behavior.
- AI & Tech Fluency: A strong understanding of how AI tooling augments (rather than replaces) support operations. You don't need to be an engineer, but you 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.
- Exceptional Communication: Direct, structured, and professional communication skills, both written and verbal, with a proven ability to manage cross-functional stakeholders effectively.
Nice to have
Benefits and Perks:
At impact.com, we believe that when you’re happy and fulfilled, you do your best work. That’s why we’ve built a benefits package that supports your well-being, growth, and work-life balance.
- 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.
- 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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