Customer Support & Platform Operations Specialist

About Creatd and Vocal

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

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

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

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

audience development.

About the Role

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

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

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

improve how the platform serves its community.

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

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

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

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

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

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

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

What You’ll Do

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

billing, payouts, and publishing.

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

engineering when needed.

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

communicate decisions clearly and respectfully.

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

support workflows, and internal tools.

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

What We’re Looking For

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

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

business.

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

and handle difficult conversations with professionalism and empathy.

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

follow an issue through to resolution.

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

when to involve other team members.

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

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

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

effectively across teams.

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

ideas to improve them.

Nice to Have

• Experience with content moderation or community guidelines enforcement.

• Familiarity with Stripe or similar payment platforms.

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

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

automating routine tasks.

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

Why Join Us

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

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

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

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