Creator Support Quality Analyst

Role Overview

This position sits within a growing customer support function focused on delivering reliable, prompt, and accurate help to creators. The quality team sets the benchmark for service excellence across every support channel and plays a key role in maintaining consistency, compliance, and customer satisfaction.

As a Quality Analyst, you will be the main control point for quality across support operations. Your work will involve reviewing complex interactions, uncovering process gaps, and turning quality findings into practical guidance for stakeholders, training partners, and operations teams. This is a global role with the opportunity to influence a world-class support experience.

Key Duties

• Run detailed quality and CSAT reviews across customer support cases, including those involving complex policies, processes, and regional legal requirements.
• Identify patterns and emerging issues from assessment data, then share clear, actionable recommendations with operational partners.
• Monitor QA and CSAT metrics, statistics, and dashboard outputs to spot trends that need attention.
• Stay current on operating procedures, policy updates, and relevant regulations so evaluations always reflect the latest standards.
• Carry out root-cause investigations and case deep-dives using both quantitative and qualitative research methods, then present findings in a way that fits different internal audiences.
• Recommend improvements to policies, workflows, systems, and products that reduce risk and strengthen the overall user experience.
• Deliver evidence-based coaching and feedback to team members, highlighting risks and areas where performance can improve.
• Develop and deliver training, assessments, and enablement materials based on quality insights and operational needs.

Qualifications

You should bring at least 2 years of experience in quality assurance, customer support, or a similar analytical role in a busy contact-center or fast-moving digital setting. Strong written and spoken English is essential, along with the ability to explain complex policy decisions in a clear and concise way.

Experience with calibration sessions, quality discussions, or training delivery for internal teams or external BPO partners is required. A background in a high-growth technology company, Trust & Safety, or another policy-driven environment is preferred. You should also be comfortable interpreting dashboards and prioritizing queues or trends that need deeper review.

Hands-on knowledge of customer service performance measures such as CSAT, AHT, FCR, SLA, and quality scores is important, as is experience with ticketing platforms, CRM systems such as Zendesk or Salesforce, or dedicated QA audit tools.

Preferred Strengths

Additional advantages include strong root-cause analysis, problem-solving ability, and the use of research methods to summarize findings. The ideal candidate can work with limited supervision, take ownership of tasks from start to finish, and consistently drive improvement. High attention to detail is important, especially when identifying subtle differences in customer interactions that affect policy compliance.

Trust & Safety Environment

This role may involve exposure to image, video, and text content connected to everyday use, including material related to bullying, hate speech, child safety, self-harm, harm to others, and harm to animals. Candidates should be aware that this work can be emotionally demanding and psychologically challenging on a regular basis.

The company emphasizes employee wellbeing and provides evidence-based support programs designed to protect both physical and mental health throughout the employee journey. A collaborative, person-centered approach is used to support staff across the organization.

About the Company

The company is a leading short-form mobile video platform with a mission to inspire creativity and bring joy. Its global presence spans major cities including Los Angeles, Singapore, New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join

The organization values curiosity, humility, resilience, and a willingness to learn in a fast-growing technology environment. Teams are encouraged to innovate, adapt quickly, and approach challenges with an "Always Day 1" mindset. The work environment is built around collaboration, continuous learning, and creating meaningful impact for users and communities.

Diversity & Inclusion

The company is committed to building an inclusive workplace where people are respected for their skills, experiences, and individual perspectives. It aims to reflect the diversity of the communities it serves and values employees who share that commitment.