Support Specialist

Position Title: Support Specialist

Reports to: Team Lead, Support

About the role

As a Support Specialist on the Creator Commission & Analytics Support team, you will play a critical role in supporting creators and internal teams by delivering fast, accurate, and thoughtful support related to creator earnings, tracking, and collaboration payments. You will investigate commission discrepancies, troubleshoot tracking concerns, and help ensure creators have a seamless experience across the platform.

This role requires a strong analytical mindset, exceptional attention to detail, and an understanding of affiliate marketing platforms and how they operate. On any given day, you may review commission reporting, investigate tracking issues, validate payment eligibility, and collaborate cross-functionally to resolve complex creator support cases.

The ideal candidate is passionate about delivering excellent service in a timely manner and thrives in a fast-paced environment where accuracy and communication are essential.

How you will make an impact

• Respond to creator commission, analytics, and payment-related tickets from internal and external stakeholders in a timely manner
• Research and resolve creator concerns related to commission tracking, collaboration payments, payout eligibility, and reporting discrepancies
• Investigate affiliate tracking issues and identify root causes across platforms and systems
• Review and analyze creator performance and commission data to validate payment accuracy
• Serve as a subject matter expert (SME) on creator commissions, affiliate tracking, and collaboration payments
• Collaborate cross-functionally with product, finance, partnerships, and account management teams to resolve complex issues
• Clearly communicate platform processes, payment timelines, and troubleshooting steps to creators and internal partners
• Create and maintain internal documentation and knowledge base resources related to creator support workflows
• Proactively identify opportunities to improve processes, efficiency, and customer satisfaction
• Provide peer coaching and support to help develop other Support Specialists

What you will bring to LTK

• Bachelor’s degree in Computer Science, Advertising, Business, Communications, or equivalent experience
• 3+ years of experience managing technical questions and support issues in a SaaS environment
• Strong analytical skills with a data-driven mindset
• Experience communicating technical concepts to non-technical audiences
• Experience troubleshooting financial and platform-related bugs
• Experience working within defined SLAs
• Basic understanding of digital marketing technologies
• Familiarity with social media and influencer marketing
• Curious and driven to explore and solve problems
• Empathetic and client-focused
• Strong client advocate with a passion for delivering exceptional experiences
• Excellent organizational and analytical skills with strong technical acumen
• Strong verbal and written communication skills
• Creative problem-solver with the ability to troubleshoot technical issues
• Ability to work both independently and collaboratively
• Comfortable interacting with a diverse group of stakeholders, including brands, consumers, creators, executives, and team members
• Willingness to provide and receive candid, constructive feedback
• A mindset focused on seizing opportunities and moving with urgency
• Dedication to fierce prioritization and operational excellence
• Adaptability to a dynamic, fast-moving environment
• A growth mindset and openness to feedback #LI-AJ1