Creator Operations Specialist

About the role

At Raptive, we support creators through some of the most important and complex moments in their businesses. Delivering a great experience requires more than answering questions well. It requires strong systems, clear knowledge, thoughtful coordination, and the ability to recognize when an individual issue points to a broader opportunity. We’re looking for someone who combines creator empathy with operational discipline. This person will be a strong writer, careful problem-solver, and dependable teammate who can navigate ambiguity, identify patterns, and coordinate effectively with cross-functional partners. In this role, you’ll support creators directly while contributing to the knowledge, workflows, systems, and operational signals behind the creator experience.

Responsibilities

• Provide accurate, thoughtful support across a range of creator and operational needs.
• Own assigned tickets, workflows, and clearly defined project deliverables through completion.
• Keep assigned work and operational records accurate and current, with clear ownership, status, blockers, and next steps.
• Monitor assigned workflows and support interactions to identify recurring friction, stalled work, and potential knowledge or process gaps to surface to the team.
• Recognize dissatisfaction, declining trust, competitive consideration, or retention risk and respond or escalate appropriately.
• Support defined retention efforts by researching creator context, identifying underlying concerns, and helping prepare relevant creator communication.
• Create, update, and maintain internal and external knowledge resources using established standards, helping keep guidance accurate and consistent.
• Help prepare and maintain approved knowledge used by automated support experiences.
• Turn complex or fragmented information into clear documentation, troubleshooting guidance, and creator-facing explanations.
• Contribute to support readiness for creator-facing products and process changes by testing guidance, documenting assigned workflows, and surfacing support gaps.
• Help test approved automated support experiences and document issues or follow-up needs.
• Use approved AI and automation tools for research, drafting, summarization, analysis, and knowledge discovery.
• Escalate with clear context, research completed, actions taken, risk, and a recommended next step.

Requirements

• 3+ years of experience in customer support, customer success, operations, support operations, knowledge management, or a related field.
• Excellent writing, editing, research, and documentation skills.
• Demonstrated ability to independently manage assigned work, follow through on commitments, and deliver high-quality results.
• Comfort working through ambiguity, gathering missing information, and helping document or improve processes that are still evolving.
• Ability to coordinate effectively with cross-functional partners, maintain clear follow-up, and escalate stalled or unclear ownership appropriately.
• Strong judgment and the ability to distinguish routine work from situations requiring deeper research or escalation.
• A practical data mindset and experience using reports, ticket trends, customer feedback, or operational data to validate observations and explain impact.
• Strong creator or customer instincts, with the ability to balance empathy, accuracy, boundaries, and business judgment.
• Experience working successfully in a remote environment.

Skills

These will set you apart:

• Experience supporting online creators, publishers, digital media businesses, or other complex small-business customers.
• Experience in one or more of the following areas: retention, knowledge management, financially sensitive account workflows, or product and process rollout support.
• Familiarity with support and operational platforms such as Zendesk, Salesforce, or Confluence.
• Practical experience using AI, automation, or Knowledge-Centered Service practices in a support environment.

About Raptive

Raptive is a new kind of media company built for creators and home to one of the largest and most diverse audiences on the internet. For advertisers, Raptive provides a direct path to premium creator environments, high-impact creative capabilities, and scaled access to trusted content that drives meaningful consumer attention, engagement, and results. Raptive combines its position as the world’s largest ad management platform with a comprehensive suite of monetization, audience and business solutions that enable creators to turn their passions and talents into thriving independent companies and enduring brands. We stand for the future of a diverse, open internet powered by the creativity and entrepreneurship of the independent creators and publishers it serves. To date, Raptive has driven $4 billion to its partners. Join us in creating a more equitable and inclusive future for media.

Raptive was recognized as a Fortune 100 Best Places To Work for 2025-2026.

Pay

The base salary range for this position is $60,000-$67,000. The range provided is Raptive’s reasonable estimate of the annualized base compensation for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, geographic location, knowledge, skills and abilities. This role is eligible for additional incentive compensation that isn’t included in the posted range.