Global SaaS Support Specialist II - Customer Advocate

impact.com; Cape Town; On-site; ZAR 450,000 - 650,000; Full time

Benefits offered by this job

Flexible PTO

Mental health support

Gym reimbursement

RSUs

Coursera access

PXA courses

Parental leave

Home office stipend

Internet allowance

Job summary

impact.com’s Cape Town office is expanding its global support team. As a Customer Solutions Specialist you will be on the front lines delivering expert technical and product support to a diverse client base via in-app chat and ticketing, diagnosing affiliate tracking issues and guiding users through platform navigation.

You will work with Product, Engineering and Finance to raise bugs, drive customer outcomes, mentor teammates, and continually learn through Coursera and internal courses.

Qualifications

• 2+ years hands-on technical support in B2B SaaS or similar.
• Degree/qualification in a technical or business field, or equivalent practical experience.
• Customer-first mindset with empathy and client advocacy.
• Strong ability to translate technical concepts for non-technical users.
• Familiarity with affiliate marketing concepts is a plus.

Responsibilities

• Provide first-line resolution via in-app live chat and tickets.
• Troubleshoot affiliate tracking, platform navigation, and reporting tasks.
• Translate complex platform concepts into clear, actionable guidance for customers.
• Collaborate with Product, Engineering and Finance to elevate issues and drive fixes.
• Share knowledge and mentor teammates; participate in continuous learning.

Skills

Tech support

B2B SaaS

Customer-first

HTML/CSS/JS

APIs

SQL

SFTP

Analytical thinking

Communication

Autonomy

Education

Degree in technical or business field

Tools

HTML/CSS/JS

APIs

SQL

SFTP

Job description

impact.com’s Cape Town office is expanding its global support team. As a Customer Solutions Specialist you will be on the front lines delivering expert technical and product support to a diverse client base via in-app chat and ticketing, diagnosing affiliate tracking issues and guiding users through platform navigation.

You will work with Product, Engineering and Finance to raise bugs, drive customer outcomes, mentor teammates, and continually learn through Coursera and internal courses.