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 Influencer's game-changing proprietary technologies, which are supercharged by official partnerships and data integrations with the world's 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

At Influencer, creators are at the core of everything we do. As Creator Payments & Support Manager, you'll be the go-to contact for thousands of creators who've 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, you'll act as a key liaison between creators and our Finance, Product, and Client Services teams. You'll 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

• You'll work directly with creators and agents globally, solving their queries quickly and strengthening our relationships.

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

• You'll be the creator's 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

• 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

• 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 - you're 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 builder's mindset - you're happy improving things that aren't perfect yet

• Highly organised, responsive, and above all, calm under pressure