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.

What you will be doing

• 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.

The skills and experience you bring to the role

• 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.

These will set you apart

• 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.

About Raptive

Raptive is a new kind of media company built for creators and home to one of the largest and most diverse audiences on the internet. For advertisers, Raptive provides a direct path to premium creator environments, high-impact creative capabilities, and scaled access to trusted content that drives meaningful consumer attention, engagement, and results. Raptive combines its position as the world’s largest ad management platform with a comprehensive suite of monetization, audience and business solutions that enable creators to turn their passions and talents into thriving independent companies and enduring brands. We stand for the future of a diverse, open internet powered by the creativity and entrepreneurship of the independent creators and publishers it serves. To date, Raptive has driven $4 billion to it's partners. Join us in creating a more equitable and inclusive future for media. Raptive was recognized as a Fortune 100 Best Places To Work for 2025-2026.

The base salary range for this position is $60,000-$67,000. The range provided is Raptive’s reasonable estimate of the annualized base compensation for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, geographic location, knowledge, skills and abilities. This role is eligible for additional incentive compensation that isn’t included in the posted range.

For more information, visit www.Raptive.com or follow us on LinkedIn or Instagram.

Raptive is committed to diversity, equity, and inclusion. We believe we are most impactful when people with a wide range of backgrounds, experiences, and identities come together with a common purpose. We encourage candidates from all backgrounds to apply. Raptive is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please reach out to a member of our recruiting team.