Platform Operations Specialist – LATAM
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Job Description
Platform operations specialist managing Meta and YouTube accounts, payouts, monetization, and creator onboarding. Supporting TheSoul Group’s global digital-media creator network.
Responsibilities:
- Monitor Facebook and YouTube performance across the portfolio, including revenue, views, reach, watch time, RPM/CPM, engagement, retention, follower/subscriber growth, and monetization efficiency
- Identify underperformance and recommend corrective actions
- Act as the internal subject-matter expert on Meta and YouTube
- Track algorithm changes, new features, monetization programs, policy updates, distribution changes, and emerging platform best practices
- Translate platform changes into operational actions
- Own operational onboarding of new creators onto Facebook and YouTube
- Configure accounts, permissions, ownership structures, monetization access, payment information, and internal systems
- Coordinate with creators and CSMs to collect missing information and resolve onboarding blockers
- Oversee platform payout processes and maintain accurate expected-versus-received payment records
- Work with Finance and CSMs to ensure creator payouts are correctly attributed, documented, and processed
- Investigate missing, delayed, or incorrectly allocated platform payments
- Reconcile platform-reported earnings against internal CSM data, invoices, and actual payouts
- Investigate and document payout discrepancies and their resolutions
- Handle Facebook/Meta and YouTube account setup and troubleshoot access, ownership, permissions, and configuration problems
- Investigate demonetizations, limited monetization, payment holds, and eligibility issues
- Coordinate appeals and escalations and track cases through resolution
- Investigate unexplained platform problems and identify whether root causes are platform, configuration, payment, policy, third-party, or internal workflow issues
- Investigate copyright claims, strikes, reused-content issues, policy warnings, and other enforcement actions
- Manage communication with Meta/YouTube support, partner managers, and platform representatives
- Organize support cases, follow up on unresolved tickets, and communicate resolutions internally
- Regularly review account health for monetization, payment, restriction, security, access, copyright, permission, and platform-warning risks
- Communicate operational changes to Finance, CSMs, Content, and management
- Maintain onboarding checklists, account records, payout reconciliation documentation, incident logs, support tickets, escalation histories, and SOPs
Requirements:
- 3+ years of experience in platform operations, creator operations, social media operations, or a similar role
- Strong knowledge of Facebook/Meta and YouTube, including account setup, permissions, monetization, and payouts
- Experience investigating payout, demonetization issues, account restrictions, and platform errors
- Strong troubleshooting and problem-solving skills
- Comfortable working with Excel or Google Sheets for reconciliation and reporting
- Strong attention to detail, especially when working with revenue and payment data
- Able to manage multiple cases at once and follow issues through to resolution
- Clear written and verbal English
- Experience in a creator, media, MCN, or social media company is a plus
- Proficiency and knowledge of AI tools is a plus
Benefits:
- Flexible engagement structure under an independent service-provider agreement
- Freedom to define working methods and organize schedule independently
- Compensation agreed individually based on experience, capabilities, and engagement value
- Location freedom to work from any suitable location, including home office or co-working space
- Collaboration with an international network across 85+ countries
- Modern collaboration platforms, clear project coordination, and streamlined processes
- Opportunity to contribute to projects with global reach and impact
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