Customer Solutions - APAC

The Company: 

At Impact our culture is our soul. We are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. 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. 

Impact is the global leader in Partnership Automation. We work with enterprise and innovative brands like Ticketmaster, Levi’s, Microsoft, Airbnb, and Uber to help them manage all different types of partnerships. From social influencers, B2B, strategic partners, publishers, and traditional affiliates, we have them covered. Our combined suite of products covers the full life partnership lifecycle including onboarding, tracking ads and paying partners, recruiting for new partners, data and marketing intelligence, and protection from fraud. Founded in 2008 by the same team that founded Commission Junction, Impact has grown to over 1000 employees and eleven offices across the United States, Europe, Africa, and Asia. 

What You'll Do:

• Provide enterprise-level Product Support to our customers and partners, covering chat and ticketing. Empower our customers to get the most out of our platform and grow their businesses.
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.
• Contribute to internal and external knowledge base support documentation to drive best practices.  
• Diagnosing, troubleshooting, and identifying solutions to resolve customer and system issues promptly and efficiently.
• Become our platform expert, identify common customer challenges, work with cross-department on customer needs and product suggestions

About You: 

• Bachelor's degree or higher
• Experience (2-4+ years) in one or more of these areas is preferable: Customer Technical Support/ Working in a SaaS business / Digital Marketing industry / Service Quality Management
• Fluent in both English and Chinese (spoken and written
• Excellent communicator with strong interpersonal skills, and the ability to understand and explain complex technical concepts to your audience
• Organized, excellent at time management 
• Team player with great adaptability
• Customer Focus, Commercial Drive, Service-oriented mindset
• Strong sense of responsibility, motivated self-starter
• Curiosity to identify, research, and solve problems
• Great multitasker, ability to work independently
• Proficiency in Word/Excel/PPT and other software. Strong document editing ability
• Familiarity with concepts like APIs, FTPs, HTML/CSS, and affiliate marketing (preferred)
• Open to working weekend and holiday shifts 

Benefits (Perks): 

• Responsible 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
• Flexible remote working policy
• 6 months paid parental leave
• Regular community involvement opportunities - we believe that we can always find new ways to #createimpact around us - check out some of our recent activities that have won us recognition in the industry

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.