AI-Driven Customer Solutions Manager

impact.com; Columbus (OH); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401(k) plan

RSUs with 3-year vesting

Flexible PTO and hybrid work

Coursera subscription for learning

Job summary

impact.com’s Columbus office seeks a seasoned Customer Solutions / Customer Support Manager to lead a high-performing team of Support Specialists. You’ll drive operational rigor, coach staff, manage escalations, and ensure a world-class customer experience while leveraging AI to reduce repetitive work.

You will collaborate with cross-functional teams globally and help scale the support function as part of a fast-growing SaaS platform. hybrid in-office schedule in Columbus.

Qualifications

• Experience leading support teams in a fast-paced SaaS or BPO environment.
• Strong ability to establish KPIs, SLAs, and coaching processes.
• Proven track record of data-driven decision making and reporting.

Responsibilities

• Oversee day-to-day operations of the Columbus support team and meet KPIs.
• Mentor, coach, and develop a high-performing group of Support Specialists.
• Manage escalations and represent the Voice of the Customer to cross-functional partners.
• Establish data reviews and monthly business performance reporting.
• Champion AI tooling to automate routine tasks and improve efficiency.
• Collaborate with global teams across EMEA, APAC, NAM to ensure consistency.
• Recruit, hire, and onboard new support talent.

Skills

Leadership

BPO operations experience

High-volume customer support

SaaS industry experience

Cross-functional collaboration

Data-driven decision making

Tools

Freshdesk

Zendesk

Job description

impact.com’s Columbus office seeks a seasoned Customer Solutions / Customer Support Manager to lead a high-performing team of Support Specialists. You’ll drive operational rigor, coach staff, manage escalations, and ensure a world-class customer experience while leveraging AI to reduce repetitive work.

You will collaborate with cross-functional teams globally and help scale the support function as part of a fast-growing SaaS platform. hybrid in-office schedule in Columbus.