Manager, Creator Support – Affiliate
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Job Description
Manager, Creator Support owning resolution of affiliate network issues at ShopMy. Collaborating with Product and Engineering to enhance the support experience.
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
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
Benefits:
- Medical & Dental Coverage at 70%
- Equity in ShopMy
- Flexible PTO
- 14 weeks of parental leave
- Reimbursements up to $200/month to spend on teammate outings
- 401k program (3% automated contribution from ShopMy!)
- Wellhub Membership
- Company retreats
- Opportunity to monetize your influence- all employees build out a ShopMy page!
- Birthday PTO
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