Senior Director, Global Customer Support

Senior Director, Global Customer Support

About Impact.com : 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 productsPerformance (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'Oral, and Fanatics, rely on impact.com to power more than 225,000 partnerships that deliver measurable business results.

Your Role at Impact.com : As the Senior Director of Global Customer Support, you will be a strategic cornerstone of our entire customer experience ecosystem. Reporting to the VP of Customer Engineering, you will serve as the most senior leader for our support function (chat, email, and phone support), taking full ownership for architecting and leading a world-class, global organization. Your mission is to build a customer-centric culture that not only resolves issues with speed and precision but also delights and empowers our users at every opportunity.

This is more than a leadership role; it's an opportunity to shape the future of how impact.com engages with its customers. You will be a manager of managers, guiding and developing leaders across the US, South Africa, and our APJ offices. You are the architect of the system, the champion of the culture, and the leader who will ensure our support organization is a key driver of customer loyalty and long-term success.

What You'll Do :

• Strategic Leadership : Develop and execute a cohesive global support strategy that aligns with company objectives, focusing on scalability, efficiency, and an unparalleled customer experience.
• Team Building & Development : Lead, mentor, and inspire a global team of support managers and individual contributors. Champion a culture of high performance, continuous learning, and psychological safety across diverse cultural backgrounds.
• Operational Excellence : Design and implement scalable systems, processes, and workflows to optimize the support function. Own all key support metrics, from CSAT and resolution time to team engagement and budget efficiency, using data to drive decisions and improvements.
• Change Management : Masterfully lead the organization through change, whether it's rolling out new technologies, adapting support models, or integrating new processes. You will build buy-in, listen to feedback, and foster a culture of experimentation and resilience.
• Cross-Functional Collaboration : Serve as the ultimate voice of the customer to internal teams, including Product, Engineering, and Sales. Build strong feedback loops to ensure insights from the front lines are used to improve our platform and services.
• Global Unification : Actively work to break down regional silos, creating a single, unified global support team that shares best practices, supports one another, and operates with a "one team" mentality.
• Technology and Product Partnership : Act as a key stakeholder and partner on support-specific technology initiatives, including the re-design of support interfaces and the development of our internal AI support solutions. You will champion these changes with your teams, ensuring their feedback is incorporated and that new tools are adopted effectively to enhance both the agent and customer experience.

What You'll Bring :

Salary Range : $200,000 - $230,000 per year, plus eligible to receive Restricted Stock Unit (RSU) grant and additional variable annual bonus contingent on Company performance up to 5%. This is the pay range the Company believes is equitable for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time.

Benefits and Perks :

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.