Creator Payments & Support Manager

Who are we

We are the originators of influencer marketing.

Influencer is an agency built at the intersection of creativity data and technology with a unique people power & platform power approach.

From big brand launches to shifting perceptions and from riding fast trends to driving footfall Influencer builds ideas with impact to deliver outcomes that drive your business forward via an unmatched client experience.

Campaigns are underpinned by Influencers game-changing proprietary technologies which are supercharged by official partnerships and data integrations with the worlds leading social platforms for real-time and accurate reporting. Influencer is an Official Global Marketing Partner of both TikTok and Meta.

We believe the more tangible scaled outcomes that creators produce drive impact beyond just likes and impressions. Influencer is championing the True Human Influence movement; on a mission for creator campaigns to be judged in the same way as other media activations.

Founded by OG YouTube creator Caspar Lee & entrepreneur Ben Jeffries Influencer has been helping brands navigate the ever-evolving influencer marketing landscape since 2015. Today Influencer has a team of 120 of the best talent in the industry working across Europe North America and the Middle East. From Google to Coca-Cola from Amazon to Microsoft and from TikTok to Meta we work with companies brands and agencies across every vertical building meaningful relationships between brands creators and their audiences.

Job Title

Creator Payments & Support Manager

Overview of the job

At Influencer creators are at the core of everything we do. As Creator Payments & Support Manager youll be the go-to contact for thousands of creators whove completed campaigns with us - making sure their post-campaign payment questions concerns and issues are resolved quickly professionally and with care.

Think of this role as a creator-facing customer service function but with higher stakes and more variety than your average support desk. From invoice discrepancies to tax forms or bank detail changes youll act as a key liaison between creators and our Finance Product and Client Services teams. Youll also help us spot friction points improve processes and reduce delays at scale.

This is a global role with a majority of queries originating from the UK and US. Flexible working hours may be required for handling queries across key timezones.

3 best things about the job

• Youll work directly with creators and agents globally solving their queries quickly and strengthening our relationships.

• Youll be a key part in shaping our creator payment experience with the freedom and autonomy to build things better your way.

• Youll be the creators voice within the business - respected for your ability to spot issues raise the right flags and drive improvements that protect both experience and process.

Measures of success

In the first few months you would have:

• Been fully trained on Hubspot our internally developed platform Waves and our ticketing system which you will use to triage queries

• Confidently started managing the payments inbox and taking over queries handed off by Client Services

• Understood the common root causes of payment delays or errors and how to triage them

• Established working relationships with Finance Client Services and Product for escalations

• Designed or improved at least two internal processes

Success Metrics

• Response Time: >95% responses within 1 business day

• Inbox Management: Reduction in repeat queries from the same creator or agent

• Reporting & Insight: Monthly reporting on payment issues with actionable insights

• Internal stakeholder satisfaction: Positive feedback from Client Services Product and Finance establishing trust as a collaborator

• Tooling Suggestions: Developments or workflows proposed to improve the experience of our users

Roles & Responsibilities

Creator Support & Issue Resolution

• Own and manage the creator queries inbox ensuring fast accurate and empathetic responses

• Escalate anomalies related to payments invoicing or tax compliance to the Finance team to find the source of the issue resolve it quickly and prevent it from recurring

• Maintain a calm solutions-first approach in all creator interactions

• Own the tracking of tax forms (e.g. W-8/W-9) and payment compliance docs

• Escalate repeat-negative experiences or risks for proactive management

Payment Process Stewardship

• Monitor billing handovers to ensure client invoicing happens on time - preventing downstream delays for creators

• Create and update internal policies and processes to improve speed and consistency in issue resolution.

• Build and maintain clear escalation playbooks for common issues.

• Protect the integrity of the payment process by making sure exceptions remain rare justified and well-documented

• Produce a monthly State of Creator Payments report summarising query trends delays root causes and action points for improvements

• Run quarterly pulse checks to gather creator feedback on their payment experience

Campaign Insight & Collaboration

• Support Client Services teams with contracting or creator onboarding tasks from time to time

• Use frontline insight to advocate for the creator experience in system developments or process changes

• Track Talent Agencies we work with and maintain an up-to-date tracker of Rosters

• Monitor emerging agencies and opportunities to deepen relationships (e.g. lunch & learns onboarding support for Product)

Style of Working

• Highly independent proactive and outcome-driven with minimal supervision required.

• Prioritises a positive creator experience while making decisions that support the business needs and operational realities.

• Comfortable working across time zones to support creators globally when needed

• Hands-on collaborative and proactive

What you will need

• 5 years in customer service talent management community management or creator support (ideally in influencer marketing or tech)

• Experience in high-volume service environments - such as hospitality or retail - where resolving queries and managing expectations was a daily priority

• Exceptional written and verbal communication skills - youre clear concise and human in tone

• Comfortable using multiple tools and systems

• A genuine interest in the influencer space and an excitement to connect with the people and agencies shaping it.

• A builders mindset - youre happy improving things that arent perfect yet

• Highly organised responsive and above all calm under pressure