Manager, Creator Support - Affiliate - ShopMy

We are seeking a Manager, Creator Support (Affiliate) to join our Product team, where you will help deliver an exceptional support experience for the brands who use ShopMy.

In this Individual Contributor role, you will act as a domain owner for Affiliate Support, driving resolution of complex issues, improving support workflows, and partnering closely with Product and Engineering to improve the affiliate experience at scale. This role is ideal for someone with strong affiliate network expertise who thrives in ambiguity, takes ownership of outcomes, and wants to influence how support and product evolve together.

Your Impact In The Role:

• Own resolution of complex, high-impact inbound support issues related to affiliate networks
• Act as an escalation point for affiliate-related issues, applying judgment to balance speed, accuracy, and customer impact
• Identify root causes of recurring affiliate issues and partner with Product and Engineering to drive durable fixes
• Define and improve support workflows, escalation standards, and documentation within the affiliate support domain
• Surface trends, risks, and customer insights through structured documentation and reporting
• Lead high-impact initiatives to reduce inbound volume and improve self-service
• Partner cross-functionally to inform product decisions, roadmap prioritization, and tooling improvements
• Contribute to broader Product Support initiatives that improve efficiency, quality, and scale

You Are Energized By:

• Owning complex problems end-to-end and driving them to resolution
• Acting as a trusted partner to Product and Engineering teams
• Improving systems and processes, not just handling individual tickets
• Translating technical affiliate concepts into clear, actionable guidance for brands
  Working in fast-moving environments where priorities evolve 

What We Are Looking For:

• Bachelor’s Degree or equivalent experience.
• 3–5 years of experience in customer support, product operations, technical support, or a related role
• Demonstrated experience supporting or working with affiliate networks and related tooling
• Strong troubleshooting skills with the ability to assess impact and risk
• Proven ability to operate independently and own a defined support domain or initiative
• Excellent written and verbal communication skills, including cross-functional documentation
• Comfort partnering with Product and Engineering on complex or ambiguous issues
• Strong organizational skills and ability to manage competing priorities effectively

Bonus Points:

• Experience working in a startup or high-growth SaaS environment.
• Familiarity with customer support tools (Zendesk, Intercom, Jira).
• Knowledge of the creator economy, affiliate marketing, or e-commerce platforms.
• Ability to prioritize and execute effectively under tight deadlines.