Creator Care Payments Specialist

Statusphere Inc•Orlando, FL

9d•$23 - $27•Remote

About The Position

The Creator Care Payments Specialist is responsible for ensuring creators receive accurate and timely payments while delivering an exceptional support experience throughout the creator journey. Reporting to the Sr. Manager, Creator Care, this role owns the day-to-day processing, monitoring, and resolution of creator payments, investigates payment issues, and partners across teams to ensure payment accuracy and operational efficiency. In addition to serving as the primary owner of creator payments, this role also supports the Creator Care team by responding to creator inquiries across email, chat, and direct messages, assisting with gift card compensation reviews, supporting inbox workflows, and contributing to a positive creator experience. The role divides its time between payment operations and Creator Care responsibilities, with payment operations serving as the primary area of focus.

Requirements

Strong problem-solving skills and the ability to identify patterns, root causes, and opportunities for operational improvement.
Understanding of the importance of safeguarding personally identifiable information, banking information, and tax documentation.
Dependable, organized, service-oriented, and comfortable taking full ownership of payment issues from identification through resolution.
Ability to work efficiently while maintaining attention to the details
Strong self-starter and problem-solving mentality with the ability to act and react in a professional manner when confronted with adverse situations
Demonstrates critical thinking, personal organization, and interpersonal skills
Growth mindset: an ability and desire to learn and pivot skill sets based on business needs
Delivers written and verbal communication in a clear, compelling manner with minimal errors
Proven ability to prioritize and multitask. and manage multiple projects simultaneously
Enjoys working on a team but is successful working independently and taking ownership of tasks
2+ years of experience in creator support, influencer marketing, social media management, customer support, community management, or a related client-facing role, preferably in a fast-paced, digital marketing, or startup environment.

Nice To Haves

Associate’s degree or Bachelor’s degree preferred, or equivalent combination of education and relevant work experience.

Responsibilities

Monitor email, DMs, and creator-facing chat and assist in responding to creator inquiries in a timely and professional manner.
Ensure all creator communications are clear, accurate, empathetic, and consistent with company policies, processes, and brand standards.
Assist in creator collaboration onboarding and set up when a senior associate is unavailable as backup support.
Accurately review creator collaboration compensation eligibility.
Assist in managing the inbox workflow, delegate tagged conversations when additional support is needed to ensure creator messages are reviewed in a timely manner.
Provide timely follow-up and communication to creators regarding collaboration updates, brand changes, and other campaign-related information to ensure smooth execution.
Identify opportunities for improvement while taking the creator's perspective into account.
Seek out opportunities for growth and development with your manager.
Assist in managing inbox workflows by routing, tagging, and assigning conversations to the appropriate teams when additional support or expertise is required.
Maintain accurate and detailed documentation of creator interactions and resolutions within support systems.
Identify recurring creator questions or issues and share feedback with cross-functional teams to improve processes, resources, and the overall creator onboarding experience.
Research, troubleshoot, and resolve creator issues, escalating more complex inquiries when appropriate.
Follow up proactively with creators via email to ensure outstanding questions and support requests are fully resolved.
Stay updated on influencer marketing trends to provide the best creator experience.
Execute and own all assigned projects and tasks with a strong self-starter mentality.
Contribute to maintaining and improving support documentation, templates, and knowledge base resources to promote consistent and efficient responses.
Actively engage and participate in 1-on-1s, team meetings, and training sessions
May support other departments based on business needs.
Other projects and tasks as assigned.
Manage end-to-end creator payment operations by processing, monitoring, troubleshooting, and resolving payment issues through Tipalti and the joinstatus platform to ensure accurate and timely payments.
Investigate and resolve payment exceptions, including failed, rejected, delayed, or returned payments by identifying root causes, reprocessing payments when needed, and coordinating with internal teams and Tipalti Support.
Support creators throughout the payment process by communicating payment status, guiding updates to tax forms, banking information, payment methods, and other required account details, while following through until resolution.
Ensure payment compliance and accuracy by reviewing payment eligibility, validating W-9 and other tax documentation, maintaining accurate records, and safeguarding sensitive financial and personal information.
Drive continuous process improvement by maintaining payment procedures and documentation, identifying recurring issues, recommending workflow enhancements, and partnering with Finance, Product, Engineering, and Operations to improve payment operations.