Manager, Creator Support - Affiliate

ShopMy

About The Position

Join ShopMy – Powering the Future of Digital Marketing ShopMy is revolutionizing digital marketing by seamlessly connecting brands with top talent. From discovering rising creators and executing gifting campaigns to sharing commissionable codes and streamlining communication, we empower the world’s leading brands to build dynamic, high-impact creator programs. Today’s most influential creators use ShopMy to earn tens of millions in commissions from creating monetizable links, collaborate directly with brands and build digital storefronts with millions of products. We’ve just closed an incredible $77m Series B funding round led by Bessemer, fueling our mission to redefine the creator economy. If you're passionate about delivering exceptional product solutions and shaping the future of digital marketing, we want to hear from you! We are seeking a Manager, Creator Support (Affiliate) to join our Product team, where you will help deliver an exceptional support experience for the brands who use ShopMy. In this Individual Contributor role, you will act as a domain owner for Affiliate Support, driving resolution of complex issues, improving support workflows, and partnering closely with Product and Engineering to improve the affiliate experience at scale. This role is ideal for someone with strong affiliate network expertise who thrives in ambiguity, takes ownership of outcomes, and wants to influence how support and product evolve together.

Requirements

Bachelor’s Degree or equivalent experience.
3–5 years of experience in customer support, product operations, technical support, or a related role
Demonstrated experience supporting or working with affiliate networks and related tooling
Strong troubleshooting skills with the ability to assess impact and risk
Proven ability to operate independently and own a defined support domain or initiative
Excellent written and verbal communication skills, including cross-functional documentation
Comfort partnering with Product and Engineering on complex or ambiguous issues
Strong organizational skills and ability to manage competing priorities effectively
Owning complex problems end-to-end and driving them to resolution
Acting as a trusted partner to Product and Engineering teams
Improving systems and processes, not just handling individual tickets
Translating technical affiliate concepts into clear, actionable guidance for brands
Working in fast-moving environments where priorities evolve

Nice To Haves

Experience working in a startup or high-growth SaaS environment.
Familiarity with customer support tools (Zendesk, Intercom, Jira).
Knowledge of the creator economy, affiliate marketing, or e-commerce platforms.
Ability to prioritize and execute effectively under tight deadlines.

Responsibilities

Own resolution of complex, high-impact inbound support issues related to affiliate networks
Act as an escalation point for affiliate-related issues, applying judgment to balance speed, accuracy, and customer impact
Identify root causes of recurring affiliate issues and partner with Product and Engineering to drive durable fixes
Define and improve support workflows, escalation standards, and documentation within the affiliate support domain
Surface trends, risks, and customer insights through structured documentation and reporting
Lead high-impact initiatives to reduce inbound volume and improve self-service
Partner cross-functionally to inform product decisions, roadmap prioritization, and tooling improvements
Contribute to broader Product Support initiatives that improve efficiency, quality, and scale