Creator Support Lead

JOB SUMMARY:

Urban Legend's Creator Support Lead will be a front-line owner of the creator experience, ensuring every creator on our platform feels heard, supported, and equipped to succeed. This is a service-oriented, creator-facing role where you'll field inbound inquiries, troubleshoot technical issues, and guide creators through compliance matters when their content doesn't meet client requirements. You'll serve as the connective tissue between creators and our internal product, campaigns, and client services teams — translating creator pain points into product improvements and ensuring campaign requirements are met without friction. The ideal candidate will have experience in customer support, creator operations, talent management, or influencer marketing. The candidate must be an excellent writer, a clear and empathetic communicator, a meticulous problem-solver, calm under pressure, and comfortable delivering constructive feedback on sensitive compliance matters.

ABOUT URBAN LEGEND:

Urban Legend is an invite-only platform that empowers digital creators to champion causes they care about — and get paid for it. We partner with some of the most trusted voices across social media to launch high-impact, action-based campaigns that drive real-world change. We give creators the tools, flexibility, and transparency they need to amplify meaningful messages.

JOB DUTIES INCLUDE:

• Serve as the first point of contact for creator inquiries across email, platform messaging, and other channels, delivering timely, accurate, and on-brand responses.
• Provide technical support to creators navigating the Urban Legend platform, including troubleshooting account, payment, content submission, and tracking issues.
• Review creator submissions against client-set campaign requirements and proactively flag compliance issues (disclosure language, FTC requirements, platform-specific rules, brand safety, messaging guardrails).
• Engage creators directly when posts require revision, clearly explaining what needs to change, why it matters to the client, and how to fix it — without damaging the relationship.
• Track, triage, and resolve support tickets and compliance cases, escalating complex issues to campaign managers, product, or legal as appropriate.
• Maintain detailed records of creator interactions, recurring issues, and resolution outcomes in internal tools.
• Identify patterns in creator questions and friction points, and partner with product and operations teams to drive platform and process improvements.
• Contribute to and maintain creator-facing help documentation, FAQs, and compliance guidance materials.
• Coordinate with campaign managers and client services to ensure creator-facing communications around campaign requirements are clear, consistent, and actionable.

KEY SKILLS:

• 2-4 years of relevant experience in customer support, creator/community operations, talent management, influencer marketing, or a comparable creator- or client-facing role.
• Exceptional written communication skills, with the ability to deliver difficult or corrective feedback diplomatically and at scale.
• Strong attention to detail and the ability to interpret and apply nuanced campaign and compliance requirements consistently.
• Comfort with ambiguity and shifting priorities; ability to manage a high volume of concurrent conversations without dropping the ball.
• AI-first mindset — fluent with modern AI tools and able to go beyond simple chat queries to design and deploy in-depth agentic workflows that automate repetitive tasks, accelerate response times, and streamline support operations.
• Experience with Google Workspace, Excel, PowerPoint, and similar tools; experience with one or more CRM or ticketing tools.

BENEFITS:

• Competitive compensation structure with bonus opportunities
• Equity opportunity
• Health benefits package
• Unlimited PTO