Head of US Creator Support - USDS

Responsibilities

As the Head of US 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.

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.

You will lead a team of specialists and team leads for US. 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.

This role may be exposed to harmful content as part of their core day-to-day functions, as well as in project work; in response to escalation requests; or by chance.

Some content viewed my violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities
- Develop and implement creator support strategies that align with company goals and enhance creator satisfaction
- Monitor and analyze key performance indicators (KPIs) to enhance creator experience by improving support efficiency and effectiveness
- Drive operational and execution rigor for all creator support's workflows and initiatives to deliver best-in class support experience for our creators
- 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 to manage
- Partner with functional and product teams to establish and iterate on policies, product 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, with experience 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.
- Experience in data analysis and reporting.
- Strong problem-solving abilities and a passion for innovation in customer support.
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.