Customer Solutions Engineer — Hybrid (US Time Zones)

Silversmith Capital Partners; Columbus (OH); On-site; USD 70,000 - 75,000; Full time

Benefits offered by this job

Flexible Working

Medical Aid and Provident Fund

Health and Wellness

RSUs

Learning & Courses

Parental Support

Technology Stipend

Internet Allowance

Fitness Club Reimbursement

Job summary

impact.com, a leading commerce partnership platform, is launching a Columbus-based customer support team. This role handles inquiries from thousands of brands and partners across chat, email, and ticketing, acting as the voice of the customer and guiding users through the platform.

You will work in-office three days a week on one of two shifts, bringing strong front-end or technical support experience, excellent written communication, and a passion for delivering memorable customer experiences.

Qualifications

• 2+ years of experience in Front-End Web Development or Technical Customer Support in a SaaS environment.
• Excellent written communication across channels.
• Strong technical troubleshooting and the ability to explain complex issues to non-technical users.
• Ability to handle multiple conversations and prioritize tasks.
• Familiarity with APIs, FTP, SQL, JavaScript, and HTML.

Responsibilities

• Provide delightful customer support during US Eastern or US Pacific hours via chat, email, and ticketing.
• Be the first point of contact for thousands of brands and partners, guiding them through the platform.
• Troubleshoot user challenges, replicate client experiences, and identify root causes.
• Gather customer feedback and collaborate with product and engineering to improve performance.
• Help build and shape the Columbus-based support team.

Skills

Front-End Web Dev

Technical Support

APIs

SQL

JavaScript

HTML

Written Communication

Analytical Thinking

Job description

impact.com, a leading commerce partnership platform, is launching a Columbus-based customer support team. This role handles inquiries from thousands of brands and partners across chat, email, and ticketing, acting as the voice of the customer and guiding users through the platform.

You will work in-office three days a week on one of two shifts, bringing strong front-end or technical support experience, excellent written communication, and a passion for delivering memorable customer experiences.