Customer Solutions Specialist (MY)

impact.com; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading marketing platform in Kuala Lumpur is seeking a Customer Solutions Specialist to provide enterprise-level product support. The ideal candidate will have a Bachelor’s degree and strong analytical and interpersonal skills, excel in a pressured environment, and be fluent in English. Duties include managing customer support cases and improving customer experience. The company offers comprehensive benefits, including health and wellness programs.

Benefits

Private Health Insurance

Fitness Activity Reimbursement

Training & Development

Mental Health and Wellness Benefit

Qualifications

• Fluency in English, both spoken and written, is non-negotiable.
• Ability to explain complex technical concepts clearly.
• Experience in digital marketing or SaaS is preferred.

Responsibilities

• Provide enterprise-level product support via chat and ticketing.
• Empower customers to utilize the platform effectively.
• Manage support cases for timely issue resolution.
• Contribute to knowledge base documentation.
• Diagnose and troubleshoot customer system issues.
• Work with teams on product suggestions and customer challenges.

Skills

Customer Technical Support

Analytical thinking

Stress tolerance

Interpersonal skills

Self-motivation

Detail-oriented

Proficiency in Word/Excel/PPT

Strong problem-solving skills

Education

Bachelor's degree or equivalent professional experience

Tools

HTML/CSS

APIs

FTPs

Job description

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:

Bringing to life, this Customer Solutions Specialist role means you'll:

• 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.
• Expertly manage support cases to ensure issues are recorded, tracked, resolved, and follow‑ups are done in a timely manner.
• Actively 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‑functional teams on customer needs and product suggestions.

What You Bring:

• Bachelor's degree (Preferred), or equivalent professional experience
• Spoken and written fluency in the English Language (Non‑negotiable)
• Excellent communicator with strong interpersonal skills and the ability to understand and explain complex technical concepts to your audience
• Customer‑centric, willing to advocate for your client's needs, and passionate about providing a great customer experience.
• Self‑motivated and successful self‑starter, who is detail‑oriented, and shows a successful history of meeting and exceeding goals.
• Strong time management to be able to juggle and manage the requirements of this multi‑tasked role.
• Analytical thinking and high problem‑solving skills
• Stress tolerance and ability to work under a pressured environment
• A good team player with great adaptability
• Proficiency in Word/Excel/PPT and other software. Strong document editing ability
• Open to working weekend and holiday shifts.
• Familiarity with concepts like APIs, FTPs, HTML/CSS, and affiliate marketing (Preferred)
• Experience in one or more of these areas:
  • Customer Technical Support
  • Working in a SaaS business
  • Digital Marketing industry
  • Service Quality Management

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.

• Private Health Insurance
• Fitness Activity Reimbursement
• Training & Development – Free Coursera Subscription and PXA partnerships learning
• Mental Health and Wellness Benefit – Including 12 Therapy/Coaching sessions + Dependent coverage

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.