Creator Product Experience and Support Manager
Location
Culver City, CA | United States
Job description
Overview:
Spotter, named one of TIME100's Most Influential Companies this year, empowers top YouTube creators to accelerate their business and unleash their full creative potential by giving them access to the capital, knowledge, and community they need to succeed at scale. As the top provider of creator-friendly growth capital, Spotter tailors our investments to meet the unique needs of each creator we partner with, giving them the freedom to create without compromise.
Creators are free to reinvest their funds however they choose, from hiring a team, to building their own production studios, and everything in between, all while maintaining total control over their catalogs, their channels, and their future earnings. In addition to funding, Spotter provides creators with in-depth data insights into the performance of their existing content, enabling them to leverage the full value of their library, as well as the value of future uploads and how they can improve performance in the future.
Featured in Forbes, Fast Company, Variety, Axios, and more, Spotter has already deployed over $850 million to YouTube creators to reinvest in themselves and accelerate their growth. Spotter has licensed content that consists of over 725,000 videos , which generate 88 billion monthly watch-time minutes. With our curated premium video catalog, we deliver a unique scaled media solution to Advertisers and Ad Agencies that is transparent, efficient, and 100% brand safe.
What You'll Do: As the Creator Product Experience and Support Manager, you will play a critical role in our Creator Products team. Your primary responsibility is to offer outstanding, rapid support and assistance to creators as they use software, helping them to maximize the impact and success from our software. You'll offer personalized support, becoming a trusted ally to creators. By understanding their unique needs, you will help them unlock new opportunities and navigate challenges, fostering long-term partnerships. This position reports to our Principal UX Researcher and is located in Culver City, CA.
Specifically, you will:
- Provide inbound chat support, effectively utilizing Salesforce, Intercom, and our internal systems to communicate with creators.
- Become an expert and power user of our software. Understand its use from the creators' perspective by watching user sessions and creator interviews.
- Engage in Quality Assurance (QA) activities by emulating different creator profiles to assess and improve the effectiveness of our algorithms and prompts, in collaboration with Customer Success Managers and the product team.
- Focus on key performance indicators and quality to ensure our software remains top-notch, contributing to a cycle of continuous improvement.
- As the crucial link between creators and our product team, you will ensure that feedback is accurately captured and quickly addressed, facilitating enhancements that resonate with our creator community.
- Design and conduct customer surveys to gather insights and assess satisfaction levels.
- Dive deep into qualitative feedback and quantitative data gathered from creator interactions. Use your analytical skills to transform insights into actionable strategies that enhance creator satisfaction and channel performance.
- Work closely with the UX Research, Product Managers, and our Creator Success Managers to share best practices and insights from Creator Support.
- Able to grow into the leader of a small Creator Experience and Support organization.
Who You Are: The ideal candidate for this role is someone who is curious, well organized, and passionate about supporting and empowering creators, with a keen interest in adding structure to unstructured problems. You have:
- A minimum of 5 years of proven success providing customer support and enhancing the customer experience, including creating or improving a comprehensive support response library and resolution.
- Demonstrated empathy towards users, a detail-oriented approach, and a commitment to continuous personal and professional growth.
- Strategic and data-driven thinking abilities, with a clear understanding of how data informs decisions and drives successful outcomes.
- Proven experience as a power user of your customer's software at a prior company. You will need to know how to use our software as well as anyone on the planet and be an in-house expert.
- Proficiency in using Salesforce, Intercom, and various internal systems relevant to customer experience and support.
- Excellent communication skills, capable of effectively connecting creators with our product team.
- Strong adaptability and proactive problem-solving skills in a dynamic and fast-paced environment, with a readiness to confront new challenges directly.
- Meticulous work ethic, ensuring no detail is overlooked, and a focus on fostering an environment conducive to continuous learning and improvement.
- Comfortable navigating in a fast-paced and dynamic setting, proactively addressing challenges as they arise.
- Eagerness and ambition to be part of a rapidly expanding team and to serve a growing creator community.
- BONUS: You are obsessed with YouTube, or even are a creator yourself!
Why Spotter - Medical and vision insurance covered up to 100%
- Dental insurance
- 401(k) matching
- Stock options
- Complimentary gym access
- Autonomy and upward mobility
- Diverse, equitable, and inclusive culture, where your voice matters.
In compliance with local law , we are disclosing the compensation, or a range thereof, for roles that will be performed in Culver City. Actual salaries will vary and may be above or below the range based on various factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. A reasonable estimate of the current pay range is: $100K-$500K salary per year. The range listed is just one component of Spotter's total compensation package for employees. Other rewards may include an annual discretionary bonus and equity. This position is non-exempt.
COVID-19 Vaccination Policy Spotter requires proof of being fully vaccinated for COVID-19 as a condition of commencing employment.
Spotter is an equal opportunity employer. Spotter does not discriminate in employment on the basis of race, religion, creed, color, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic characteristics or information, marital status, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, military status, veteran status, use of or request for family or medical leave, political affiliation, or any other status protected under applicable federal, state or local laws.
Equal access to programs, services and employment is available to all persons. Those applicants requiring reasonable accommodations as part of the application and/or interview process should notify a representative of the Human Resources Department.
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