Senior Director, Global Customer Support at impact.com

Columbus, Ohio, United States

Apply Now

Not SpecifiedCompensation

Expert & Leadership (9+ years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Marketing, SaaSIndustries

Requirements

10+ years of experience in customer support/service
5+ years in a senior leadership role (Director level or equivalent)
Proven success leading geographically distributed teams

Responsibilities

Develop and execute a cohesive global support strategy that aligns with company objectives, focusing on scalability, efficiency, and an unparalleled customer experience
Lead, mentor, and inspire a global team of support managers and individual contributors, championing a culture of high performance, continuous learning, and psychological safety across diverse cultural backgrounds
Design and implement scalable systems, processes, and workflows to optimize the support function; own all key support metrics (e.g., CSAT, resolution time, team engagement, budget efficiency) and use data to drive decisions and improvements
Lead the organization through change, including rolling out new technologies, adapting support models, or integrating new processes; build buy-in, listen to feedback, and foster a culture of experimentation and resilience
Serve as the voice of the customer to internal teams (Product, Engineering, Sales); build strong feedback loops to improve the platform and services
Break down regional silos to create a unified global support team that shares best practices and operates with a "one team" mentality
Act as a key stakeholder on support-specific technology initiatives (e.g., re-design of support interfaces, internal AI support solutions); champion changes, incorporate team feedback, and ensure effective adoption to enhance agent and customer experience

Skills

Customer Support Leadership

Global Team Management

Strategic Planning

Customer Experience

Manager of Managers

Chat Support

Email Support

Phone Support

impact.com

Partnership automation platform for businesses

About impact.com

Impact.com specializes in partnership automation within the digital marketing and advertising sector. The company provides a software platform that enables businesses to manage and optimize various types of partnerships, including affiliates and influencers. This platform automates key processes such as tracking, reporting, and payment processing, which helps clients save time and resources while focusing on growth strategies. Impact.com differentiates itself from competitors through its extensive global presence, with offices in major cities around the world, allowing for localized support. The company's goal is to help enterprises and large organizations scale their growth effectively through efficient partnership management, with a revenue model based on subscription fees for access to its SaaS platform.

Santa Barbara, CaliforniaHeadquarters

2008Year Founded

$322.4MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Unlimited Paid Time Off

Remote Work Options

Mental Health Support

Company Equity

401(k) Retirement Plan

401(k) Company Match

Flexible Work Hours

Parental Leave

Gym Membership

Phone/Internet Stipend

Home Office Stipend

Risks

Emerging partnership management platforms increase competition, potentially eroding market share.

AI-driven marketing tools may outpace impact.com's technology, risking client attrition.

Stringent data privacy regulations could raise compliance costs and complexity.

Differentiation

Impact.com offers a comprehensive partnership management platform since 2008.

The platform supports diverse partnerships, including affiliates, influencers, and B2B.

Global presence with offices in major cities enhances localized support and expertise.

Upsides

Launch of impact.com/advocate expands into referral marketing, driving new revenue streams.

Recognition as #1 affiliate network for 2024 boosts brand credibility and client attraction.

Strategic partnerships with brands like HSN and VistaPrint indicate strong market position.

Land your dream remote job 3x faster with AI

Try Jobo Free