Creator & User Excellence Specialist, Customer Support

Role overview

This position sits within the Customer Support organization and focuses on improving the experience for creators and users. The role is centered on service governance, continuous improvement, and cross-functional problem solving to help the support function work more effectively and deliver stronger outcomes at scale.

You will turn customer and stakeholder feedback into clearly defined issues, work with multiple partner teams to align on priorities, and drive actions from investigation through remediation. The work blends operational analysis, program management, stakeholder coordination, incident follow-through, and process design.

What you will do

• Run and improve feedback-loop operations, including intake, triage, and prioritization, while using analysis to strengthen the quality of feedback and rank issues based on business impact.
• Identify friction points in the feedback process and recommend practical changes that improve speed, efficiency, and overall effectiveness.
• Partner with cross-functional groups such as Product, Policy, Security, Trust & Safety, and others to design workflows that close gaps and broaden the quality and scope of feedback.
• Investigate recurring or high-severity issues through detailed root-cause analysis across people, process, policy, and platform factors, then turn findings into actionable prevention plans.
• Assess and compare issues using the impact on users, creators, and the business to help determine sequencing, ownership, and resource allocation.
• Lead solution-design discussions, define near-term and longer-term fixes, and influence senior stakeholders to secure alignment and implementation commitment.
• Build and manage remediation plans with support from relevant teams across content, policy, product, analytics, operations, support, and engineering.
• Plan pilots, iterate based on results, support hypercare where needed, and track metrics to confirm improvements and surface unintended side effects.
• Monitor operational health metrics, study trends, and help coordinate structured responses to major incidents.
• Advocate for users and creators by making sure their concerns shape support processes, operational decisions, and product improvements.
• Look for ways to simplify workflows, standardize practices, and expand support through automation and scalable operating models.

Qualifications

The ideal candidate brings a strong background in support, operations, program management, or related platform work, along with a structured approach to problem solving and execution. Success in this role requires comfort with ambiguity, strong communication skills, and the ability to keep multiple workstreams moving across different teams.

Minimum requirements

• At least 5 years of experience in customer support, trust & safety, operations, program management, product operations, or a similar function within an online platform environment.
• Practical understanding of operational workflows covering intake, prioritization, resolution, and service readiness.
• Experience using formal root-cause analysis methods to solve complex issues and convert findings into executable remediation plans.
• Strong written and verbal communication skills, along with the ability to manage stakeholders, coordinate across teams, assess risks, define ownership, and drive work to completion.
• Ability to perform well in fast-changing environments, work through ambiguity, and maintain a strong delivery focus.
• Analytical strength in evaluating unclear problem areas, measuring business impact, conducting RCA, and turning insights into clear recommendations.
• Genuine interest in improving the experience of users and creators on digital platforms, backed by a customer-first mindset and accountability for outcomes.

Preferred background

• Strong data analysis capability and a consistently data-led approach to decision-making.
• Experience in Trust & Safety, online platform operations, risk management, service operations, or incident management.
• Exposure to process automation, workflow tools, or technology-enabled operational improvement.
• Ability to work independently, manage several priorities at once, and take projects from concept through implementation with attention to scalability and automation.
• Previous involvement in customer support workflows and cross-functional service governance.

Trust & Safety work environment

This role may involve reviewing content such as images, video, and text that reflect everyday life, but it can also include harmful material such as bullying, hate speech, child safety concerns, depictions of harm to self or others, and harm to animals. As a result, the role can expose employees to harmful content on a daily basis.

The work of keeping the platform safe can be rewarding, but it may also be psychologically demanding and emotionally draining for some individuals. The company emphasizes transparency about these conditions from the outset so candidates can make an informed decision before joining.

The organization says it is committed to employee wellbeing and provides evidence-based programs to support physical and mental health throughout the employee journey. It also works collaboratively across functions to maintain a person-centered, innovative, and integrated wellbeing approach.

About the company

The company is a major destination for short-form mobile video, with a mission to inspire creativity and bring joy. Its global headquarters are in Los Angeles and Singapore, and it also operates offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why this company

The organization highlights creativity, curiosity, humility, and a strong drive to make an impact in a fast-growing technology environment. It emphasizes learning through challenges, constant iteration, and an “Always Day 1” mindset, with the goal of creating meaningful outcomes for teams, communities, and users.

Diversity and inclusion

The company states that it is committed to an inclusive workplace where people are valued for their skills, experience, and perspectives. It also emphasizes building a workplace that reflects its global community and welcomes diverse voices.