Customer Support & Platform Operations Specialist

Job Description

About Creatd and Vocal

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Creatd, Inc. is a public holding company that combines technology and strategic investments to

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drive growth and value. Its portfolio includes Vocal, a digital publishing platform that enables

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creators to publish original content, reach readers, and monetize their work. Vocal supports its

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creator community through publishing tools, writing challenges, and opportunities for

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audience development.

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About the Role

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Creatd is seeking a Customer Support & Platform Operations Specialist to help deliver a reliable,

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thoughtful experience for Vocal’s creators and members. You’ll take ownership of support

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inquiries, investigate account and publishing issues, and work with the broader team to

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improve how the platform serves its community.

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Customer support is the primary focus of this role, with responsibilities spanning content

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review and operational improvements. You’ll use account data and internal tools to understand

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issues, exercise judgment in sensitive situations, and bring recurring problems to the attention

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of the product and engineering team. Your experience working directly with creators will help

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inform better processes, clearer policies, and more effective tools.

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This is an opportunity for someone who enjoys solving problems, communicates with care, and

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wants to develop a deeper understanding of how a digital publishing platform operates.

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What You’ll Do

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• Own support inquiries through resolution, covering accounts, Vocal+ subscriptions,

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billing, payouts, and publishing.

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• Investigate issues using internal tools and platform data, coordinating with product and

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engineering when needed.

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• Review flagged content and account activity, apply community guidelines, and

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communicate decisions clearly and respectfully.

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• Identify recurring issues and recommend improvements to the creator experience,

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support workflows, and internal tools.

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• Keep help resources, response templates, and internal documentation current.• Contribute to broader platform operations projects as your expertise develops.

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What We’re Looking For

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• At least two years of experience in customer support, support operations, or community

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support, ideally within a publishing, creator, marketplace, or subscription-based

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business.

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• Strong written communication skills, with the ability to explain complex issues clearly

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and handle difficult conversations with professionalism and empathy.

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• An investigative approach to problem-solving and the attention to detail needed to

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follow an issue through to resolution.

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• Sound judgment when applying policies, handling sensitive information, and deciding

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when to involve other team members.

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• Experience with customer support platforms such as Intercom or Zendesk.

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• Familiarity with subscription billing, payment processing, and common account issues.

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• The ability to prioritize competing requests, work independently, and collaborate

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effectively across teams.

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• Interest in understanding the systems behind the customer experience and contributing

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ideas to improve them.

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Nice to Have

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• Experience with content moderation or community guidelines enforcement.

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• Familiarity with Stripe or similar payment platforms.

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• Experience using data, reporting tools, or basic SQL to investigate issues.

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• Some technical experience, such as working with APIs, writing basic scripts, or

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automating routine tasks.

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• An interest in digital publishing, online communities, or the creator economy.

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Why Join Us

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Your work will have a direct impact on the people who publish and earn on Vocal. You’ll build

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knowledge across creator support, content standards, subscriptions, and payments while

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helping improve the processes that connect them. As your expertise develops, there is room to

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take on broader platform operations responsibilities and contribute to how the team works.