Platform Operations Specialist – LATAM

This is a fully remote position, open to applicants in Brazil, +5 more countries.

📋 Description

• Oversee the performance metrics of Facebook and YouTube across the portfolio, including revenue, views, reach, watch time, RPM/CPM, engagement, retention, follower/subscriber growth, and monetization effectiveness.

• Detect areas of underperformance and suggest corrective measures.

• Serve as the internal expert on Meta and YouTube.

• Monitor algorithm updates, new features, monetization initiatives, policy changes, distribution modifications, and best practices emerging on the platforms.

• Convert platform changes into actionable operational steps.

• Manage the operational onboarding process for new creators on Facebook and YouTube.

• Set up accounts, permissions, ownership structures, monetization access, payment details, and internal systems.

• Collaborate with creators and Customer Success Managers (CSMs) to gather missing information and address onboarding challenges.

• Supervise platform payout procedures and keep precise records of expected versus received payments.

• Work alongside Finance and CSMs to ensure accurate attribution, documentation, and processing of creator payouts.

• Investigate issues related to missing, delayed, or incorrectly allocated platform payments.

• Reconcile earnings reported by the platform with internal CSM data, invoices, and actual payouts.

• Examine and document discrepancies in payouts and their resolutions.

• Manage setup for Facebook/Meta and YouTube accounts and troubleshoot access, ownership, permissions, and configuration issues.

• Look into demonetization cases, limited monetization scenarios, payment holds, and eligibility concerns.

• Coordinate appeals and escalations while tracking cases until resolution.

• Investigate unexplained platform issues to determine if the root causes are related to the platform, configuration, payment, policy, third-party factors, or internal workflows.

• Address copyright claims, strikes, reused content issues, policy warnings, and other enforcement actions.

• Maintain communication with Meta/YouTube support, partner managers, and platform representatives.

• Organize support cases, follow up on unresolved tickets, and relay resolutions internally.

• Regularly assess account health concerning monetization, payment, restrictions, security, access, copyright, permissions, and platform-warning risks.

• Relay operational updates to Finance, CSMs, Content teams, and management.

• Keep onboarding checklists, account records, payout reconciliation documentation, incident logs, support tickets, escalation histories, and Standard Operating Procedures (SOPs) up to date.

⛳️ Requirements

• A minimum of 3 years in platform operations, creator operations, social media operations, or a related field.

• In-depth understanding of Facebook/Meta and YouTube, including account setup, permissions, monetization, and payouts.

• Proven experience in investigating payout issues, demonetization problems, account restrictions, and platform errors.

• Strong troubleshooting and problem-solving capabilities.

• Proficiency in using Excel or Google Sheets for reconciliation and reporting tasks.

• Exceptional attention to detail, particularly when handling revenue and payment information.

• Ability to manage multiple cases simultaneously and see issues through to resolution.

• Proficient in written and verbal English communication.

• Prior experience in a creator, media, Multi-Channel Network (MCN), or social media organization is an advantage.

• Familiarity with AI tools is a plus.

🏝️ Benefits

• Flexible engagement structure under an independent service-provider agreement.

• Autonomy to determine working methods and organize your schedule independently.

• Compensation tailored individually based on experience, skills, and engagement value.

• Location flexibility to work from any appropriate place, whether it be a home office or co-working space.

• Opportunity to collaborate with an international network spanning over 85 countries.

• Access to modern collaboration platforms, clear project coordination, and optimized processes.

• Chance to contribute to projects with a global reach and significant impact.