Responsibilities
About the Team
As the Head of Creator Support, you will be leading and managing the creator support team, ensuring the delivery of high-quality customer support to our creators. This role is pivotal in ensuring exceptional creator experience by developing and executing a comprehensive customer support strategy. You will focus in particular on our professional creators. The ideal candidate will demonstrate a passion for customer experience, drive operational excellence, and foster a high-performing team culture.
Your team will provide specialized assistance tailored to our creators' unique needs, which includes and is not limited to dedicated support to address their specific queries quickly and efficiently, extend support for the launch of our product features, support the SOP and quality improvement programs. You are passionate about the users and creator support experience and switch readily from thinking strategically about problem definition to managing tactical investigation and resolution decisions. Your background and professional expertise are grounded in areas related to customer support, user safety or platform management, and you have demonstrated this through a track record of achievements in leading operations space.
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Responsibilities:
- Drive operational and execution rigor for all creator support's workflows and initiatives;
- Monitor and analyze key performance indicators (KPIs) to enhance creator experience by improving support efficiency and effectiveness;
- Develop and implement creator support strategies that align with company goals and enhance creator satisfaction;
- Act as a primary point of contact for escalating creator issues, ensuring resolution and creator satisfaction;
- Manage a team of team leaders and support specialists, ensuring high levels of engagement, performance, and development;
- Own and drive Cross functional engagement critical for the success of the Creator support team;
- Partner with functional teams to establish and iterate on policies, procedures, training and quality process that promote a customer-centric approach, ensuring compliance with company standards, putting our creators at the center of our goals;
- Collaborate with other departments, such as product and engineering, to resolve complex creator issues;
- Stay informed about industry trends and best practices, applying insights to improve creator support delivery;
- Foster a culture of continuous improvement within the creator support team.
Qualifications
Minimum Qualifications:
- 5+ years of experience in customer support operations
- 5 years in a leadership role
- Strong analytical skills with a data-driven decision-making mindset;
- Exceptional communication and interpersonal skills, with the ability to influence stakeholders at all levels;
- Proven track record of driving operational efficiency and improving customer satisfaction metrics;
- Experience in managing large-scale customer support teams and budgets;
- Proficiency in customer support technologies and tools.
Preferred Qualifications:
- Knowledge of social media platforms and community management;
- Product experience is a plus;
- Experience in data analysis and reporting;
- Strong problem-solving abilities and a passion for innovation in customer support.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $172900 - $327180 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.