Customer Experience Specialist

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee daily creator support through various channels including email, SMS, social media, and others.

• Address creator inquiries, resolve issues, and handle escalations with promptness, empathy, and meticulous attention to detail.

• Manage logistics for gifting and follow-ups with creators across multiple brand initiatives.

• Uphold and enhance the brand's tone of voice to ensure that creator communications are clear, consistent with the brand, and culturally relevant.

• Conduct quality assurance on creator-facing automations and AI-driven workflows to ensure tone, clarity, and precision.

• Collaborate with product and operations teams to evaluate and enhance internal AI tools that facilitate creator communications and support processes.

• Keep documentation, FAQs, templates, and internal resources up-to-date for streamlined creator operations.

• Gather creator feedback and identify recurring trends to refine products, workflows, and community strategies.

• Discover ways to enhance high-touch creator support, making it more scalable and efficient.

⛳️ Requirements

• 1–2 years of experience, ideally in a fast-paced, dynamic work setting.

• Outstanding written and verbal communication abilities.

• Background in customer experience, customer support, community management, creator operations, or a comparable fast-paced field.

• Familiarity with creator ecosystems, influencer marketing, or customer support for consumer-oriented brands.

• Proficiency in utilizing AI tools and workflows to enhance operational efficiency and manage high volumes of creator interactions.

• Detail-oriented, emotionally perceptive, and dedicated to providing exceptional creator experiences.

• Highly organized and adept at managing substantial amounts of communication without compromising quality.

• Resourceful and at ease in a setting where processes and systems are continually evolving.

• Willingness to work during US business hours from any location.

• Must be currently authorized to work in the United States.

• Must not require employer sponsorship now or in the future to work in the United States.

🏝️ Benefits

• Remote work option available.

• Chance to work directly with founders who played a key role in establishing TikTok’s creator ecosystem and a $100M consumer brand.

• Opportunity to help create a new model for community-driven growth at the intersection of creators, AI, and consumer brands.

• Ability to influence how thousands of creators engage with partner brands.

• Opportunity to enhance systems, workflows, and the AI infrastructure supporting creator communities.