Creator Operations Specialist

Raptive•New York, NY

8d•$60,000 - $67,000•Remote

About The Position

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.

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.

Nice To Haves

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.

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.