Raptive is hiring a mid-level full-time remote Creator Experience role in Creator Operations. The role requires 3+ years in customer support, success, operations, or knowledge management. Responsibilities include providing support to creators, managing tickets and workflows, maintaining operational records, identifying process gaps, supporting retention efforts, creating and maintaining knowledge resources, testing automated support, and using AI and automation tools. Candidates must have strong writing, research, documentation skills, ability to work independently and through ambiguity, coordinate cross-functionally, and use data to validate observations. Experience with Zendesk, Salesforce, Confluence, and Knowledge-Centered Service is preferred. Salary range is $60,000-$67,000 plus incentives. Location is New York, NY.
What you'll do
Provide accurate, thoughtful support across creator and operational needs
Own assigned tickets, workflows, and project deliverables through completion
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Maintain accurate and current operational records with clear ownership and status
Monitor workflows and support interactions to identify friction, stalled work, or knowledge gaps
Recognize dissatisfaction, declining trust, or retention risk and respond or escalate
Support retention efforts by researching creator context and preparing communication
Create, update, and maintain internal and external knowledge resources
Prepare and maintain knowledge for automated support experiences
Turn complex information into clear documentation and creator-facing explanations
Contribute to support readiness for product and process changes by testing and documenting
Test automated support experiences and document issues or follow-up needs
Use approved AI and automation tools for research, drafting, summarization, analysis, and knowledge discovery
Escalate issues with clear context, research, actions taken, risk, and recommended next steps
Requirements
3+ years of experience in customer support, customer success, operations, support operations, knowledge management, or a related field
Excellent writing, editing, research, and documentation skills
Ability to independently manage assigned work and deliver high-quality results
Comfort working through ambiguity and improving evolving processes
Ability to coordinate with cross-functional partners and escalate issues appropriately
Strong judgment to distinguish routine work from deeper research or escalation
Practical data mindset using reports, ticket trends, customer feedback, or operational data
Strong creator or customer instincts balancing empathy, accuracy, boundaries, and business judgment
Experience working successfully in a remote environment
Tech stack
ZendeskSalesforceConfluenceAIautomationKnowledge-Centered Service
Benefits
Base salary range $60,000-$67,000Eligible for additional incentive compensationDiversity, equity, and inclusion commitmentEqual opportunity employerAccommodation for individuals with disabilities
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