Manager, Customer Solutions

Manager, Customer Solutions

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.

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 launching a brand new team in its Columbus office. You will be the first support manager in Columbus, overseeing a new team of agents who handle all customer queries for the thousands of brands and millions of partners in the  ecosystem. Working in a distributed global team across the US, South Africa, Singapore, Malaysia, Japan, and Australia, you will help ensure a delightful customer experience, act as the voice of the customer, and provide critical input to our product and engineering teams.

Work in our Columbus office is in‑office three days a week, in one of two assigned shifts (8:00 a.m.–5:00 p.m. or 10:00 a.m.–7:00 p.m.). As the team grows, you may request your preferred shift.

• Lead, mentor, and inspire a brand new team of ten Support Specialists, fostering a culture of excellence, collaboration, and continuous improvement.
• Manage day‑to‑day operations of the Columbus support team, ensuring the team meets and exceeds key performance indicators for customer satisfaction, response times, and ticket resolution.
• Serve as the primary escalation point for complex or sensitive customer issues, providing expert guidance and ensuring swift, satisfactory resolutions.
• Develop your team through regular coaching, performance reviews, and career pathing to build a highly skilled and motivated support organization.
• Champion the voice‑of‑the‑customer, consolidating team feedback and data to provide strategic insights to Product, Engineering, and other cross‑functional partners.
• Build and refine the team's operational processes and workflows from the ground up, driving efficiency and ensuring a seamless global support experience.
• Recruit, hire, and onboard new talent to support the team's growth and success.

• Proven experience in customer support management, preferably within a SaaS or technology company, with a track record of regularly meeting and exceeding KPIs.
• Strong leadership and team management skills, with a proven success in building and developing high‑performing teams.
• Deep expertise in customer support operations, including managing escalations, analyzing performance metrics, and improving processes.
• A builder’s mindset and strong internal motivation, with the enthusiasm to establish a new team and define its culture and success.
• A genuine passion for service and delivering for customers.

• Affiliate & Partnerships Industry Fundamentals Certification (Free by PXA).

$90,000 – $110,000 per year, plus an additional 5 % variable annual bonus contingent on company performance and eligible to receive a Restricted Stock Unit (RSU) grant.

• Medical, Dental, and Vision insurance
• Office‑only catered lunch every Thursday, a healthy snack bar, and great coffee to keep you fueled
• Flexible spending accounts and 401(k)
• Flexible Working:
  Responsible PTO policy allows you to take the time off you need to rest and recharge.
• Health and Wellness:
  Up to 12 fully covered therapy/coaching sessions per year, additional dependent coverage, and a monthly gym reimbursement policy.
• Restricted Stock Units (RSUs) as part of total compensation, 3‑year vesting schedule.
• Free Coursera subscription and PXA courses for continuous learning.
• Parental leave policy: 26 weeks of fully paid leave for the primary caregiver and 13 weeks for the secondary caregiver.
• Technology stipend to help set up home office and monthly allowance for internet expenses.

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 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.