About the Role
Creators are at the center of everything we do. As Head of Creator Customer Experience, you’ll ensure every interaction we have with a creator—whether they’re just joining or one of our top performers—reflects thoughtfulness, clarity, and care.
This is a foundational role, combining customer experience, creator support, and workflow design. You’ll be responsible for ensuring a high-volume, high-touch experience remains consistent, strategic, and deeply human—even as we scale through automation. You’ll also build and oversee a lean offshore team to extend coverage and keep the bar high as we grow.
What You’ll Do
Serve as the main point of contact for thousands of creators across email, SMS, and social
Maintain and refine our tone of voice, ensuring every outbound or in-platform message feels on-brand
Resolve questions, coordinate gifting logistics, and manage escalations with speed and empathy
Build, train, and manage an offshore support team to handle scaled CX and outreach
QA creator-facing automations and AI-powered workflows for tone, clarity, and accuracy
Document CX systems and drive process improvements in collaboration with product
Capture and synthesize feedback to help steer product and strategy
Use (and help shape) internal AI tools to make high-touch support more scalable
Who You Are
Native or near-native English speaker with exceptional written and verbal communication
Experienced in hiring, managing, and training offshore CX or operations teams
Familiar with creator/influencer ecosystems and/or customer support for consumer-facing brands
Proficient with AI tools like ChatGPT or Notion AI; Pylon experience is a plus
Detail-obsessed, emotionally intelligent, and committed to delivering premium experiences
Comfortable working US hours from any location
