Join our Kuala Lumpur office
We’re the trailblazers of the new partnership economy, and we need smart, driven individuals like you.
Customer Engineering
Our Company:
At impact.com we are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you!
impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. The company’s powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with the brands and communities that customers trust to make purchases, get information, and entertain themselves at home, at work, or on the go. To learn more about how impact.com’s technology platform and partnerships marketplace is driving revenue growth for global enterprise brands such as Walmart, Uber, Shopify, Lenovo, L’Oreal and Fanatics visit www.impact.com.
What You'll Do:
- 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.
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.
- 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-department on customer needs and product suggestions.
About You:
- Bachelor's degree or higher
- Fluent in English (spoken and written)
- 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 (2-4+ years) in one or more of these areas is preferable:
- Customer Technical Support
- Working in a SaaS business
- Digital Marketing industry
- Service Quality Management
Nice to have:
Affiliate & Partnerships Industry Fundamentals Certification by PXA
Benefits
- Private Health Insurance
- Internet Allowance
- Fitness Activity Reimbursement
- Flexible remote working policy
- Training & Development - Free Coursera Subscription and PXA partnerships learning
- Technology stipend
- 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.
Sales
Our Company:
At impact.com we are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you!
impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. The company’s powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with the brands and communities that customers trust to make purchases, get information, and entertain themselves at home, at work, or on the go. To learn more about how impact.com’s technology platform and partnerships marketplace is driving revenue growth for global enterprise brands such as Walmart, Uber, Shopify, Lenovo, L’Oreal and Fanatics visit www.impact.com.
Your Role at Impact:
The Program Operations Manager is responsible for overseeing and coordinating the operational processes of partner migrations and program setup. This includes working closely with Customer Success Managers, brands and agencies to ensure smooth transitions, accurate tracking, and effective execution of program elements. The ideal candidate will have strong project management skills, experience with impact.com platform, and an eye for detail to ensure the success of each program launch.
Join us if you are passionate about strategic, goal-driven account plans and processes to ensure productive relationships with clients. This position works closely with cross functional teams as the client advocate, to help develop solutions to meet client goals.
What You'll Do:
Key Responsibilities:
- Program set up
- Support brands with their accounts set up: contracts, creatives, emails, groups, promo codes, product catalogs..
- Partner Migration & Onboarding:
- For brands with existing programs, this person will support them with the migration and onboarding of their existing partners
- Tracking & Reporting:
- Ensure tracking is working properly with all live partners and that systems are functioning effectively.
- Conduct brand exposure audits on partner sites to gauge performance and identify opportunities.
- Schedule and send weekly and monthly reports on program performance and partner engagement.
- Marketplace & Support with Partner Recruitment:
- Regularly review Impact.com marketplace to identify new partner opportunities using extended search tools.
- Conduct weekly reviews of partner applications and actively recruit new partners.
- Other Duties as Assigned:
- Collaborate with internal teams (e.g., marketing, sales, finance) to ensure seamless program execution.
- Address any escalated issues related to partner setup or migration.
What You Have:
- 3+ years experience in program management or operations, preferably in an affiliate or partner-based environment.
- Experience with Impact.com or similar partner management platforms.
- Strong understanding of contract management and partner relations.
- Proven ability to handle large-scale migrations and program implementations.
- 3+ years direct B2B SaaS sales experience, strong preference towards marketing technology (tracking, measurement, etc)
- Experience in Marketing Consulting, Customer Success, Account Management, Business Development, or other client-facing roles where you managed a book of clients
- Customer Focus, Commercial Drive, Service-oriented
- Experience with business-to-business commerce and Internet communication software (advantageous)
- Proficiency in MS Excel (or Google Sheets) for managing data and lists.
- Experience working with JIRA, Asana or any similar project management tool
- Fluent in English and Malaysian
Benefits/Perks:
- Unlimited PTO policy - take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both
- Training & Development - learning the advanced partnership automation products
- Flexible work hours
- Casual work environment
Impact is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, colour, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity or non-binary or nonconformity and/or status as a trans individual), age, physical or mental disability, citizenship, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
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