Customer Solutions Specialist II

Our Company:

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,  empowers brands to drive trusted, performance-based growth through authentic relationships. Its award-winning products
-Performance (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,  helps brands show up where it matters most. Today, over 5,000 global brands, including Walmart, Uber, Shopify, Lenovo, L'Oréal, and Fanatics, rely on  to power more than 225,000 partnerships that deliver measurable business results.

’s global support organization is extending its team in our Cape Town office. Our global support team handles all customer queries for the thousands of brands and millions of partners in the  ecosystem via live chat and tickets. We are responsible for making interactions with  a delight across all surfaces. As  platform experts, we help users navigate the platform, diagnose and troubleshoot affiliate tracking issues, analyze data logs, provide guidance on dynamic commissioning and contract logic and address any other issues that arise, acting as the voice of the customer and providing critical input to our product & engineering teams.

You will engage with a wide range of clients (from small publishers to multinational brands) via in-app live chat and ticketing systems.

The global team spans South Africa, the US, Singapore, Malaysia, Japan, and Australia, supporting customers in every country worldwide. Working in the team requires technical aptitude, curiosity for the ever-evolving world of affiliate marketing and marketing technology, and a genuine passion for customer service and delivering memorable customer experiences. Great candidates embody those values, along with meticulous attention to detail and the ability to handle customers in every state of mind.

Our business is scaling rapidly, and how we support our customers is at the heart of what we do.

As a Customer Solutions Specialist, you will be the front line of technical expertise and client advocacy, delivering world-class support and driving product excellence. You will also:

Deliver Expert Technical & Product Support:

• First-Line Resolution:
  Act as the primary point of contact for our global user base across in-app live chat and ticketing systems, delivering prompt, professional, and delightful support.
• Complex Troubleshooting:
  Support clients with account setup, platform navigation, affiliate S2S and web tracking troubleshooting, financial reporting reconciliation, and basic billing inquiries while consistently meeting global KPIs and quality standards.
• Clear Communication:
  Translate intricate technical concepts and platform workflows into clear, actionable, and customer-friendly explanations.

Deep-Dive Investigation & Diagnostic Problem-Solving:

• Root-Cause Analysis:
  Go beyond surface-level answers by replicating customer environments, inspecting front-end code, testing platform features, and running diagnostics to isolate underlying bugs.
• Leverage Modern Tooling:
  Utilize internal and AI-powered diagnostic tools to streamline issue resolution, actively contributing ideas to refine and expand these internal capabilities.
• End-to-End Case Ownership:
  Manage multiple concurrent inquiries, ensuring every case is accurately tracked, thoroughly documented, and resolved in a timely manner.

Champion the Customer & Drive

Cross-Functional…