THE ROLE & THE TEAM

We’re looking for a dynamic and experienced Creator Support Manager to join us on this exciting journey. As part of the wider Onsite Creator Content (OCC) team, you’ll leverage your expertise to expand Zalando’s Creator Ecosystem, and captivate and inspire the next generation of fashion, beauty, and lifestyle shoppers.
As Creator Support Manager, you’ll be focusing on providing high quality support to our Creators when they have issues. You’ll act as the first point of contact for all technical, operational and financial queries and you will work closely with other Creator Managers and stakeholders to ensure Creators receive timely answers and feel connected to the Zalando brand, empowering them with
the tools, feedback, and resources they need to deliver exceptional content our audience loves.
You’ll be responsible for building up and developing our Creator support tools and processes as well as maintaining all the relevant information documents that a Creator may need to use in order to work with our tools and experiences.

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

• Creator Support. You’ll be responsible for developing our Creator Support processes as well as all the relevant information and FAQs related to our creator tooling including defining applicable SLAs
• Solve something that matters. You’ll be responsible for handling all queries that are directed to the team. You will be able to work with empathy and a dedicated human touch to communicate with the creators, guiding and listening to them, and putting your creators first.
• Put yourself in the customer;s shoes. You’ll act as the first point of contact for our creators working with multiple stakeholders to resolve their queries. You will be the expert on Zalando’s creator toolsets able to answer any question that comes your way.
• Represent the voice of the creator in relevant forums and play an active role in contributing to the overall creator satisfaction metrics.
• Continuous Improvement. You’ll be on the frontline when it comes to working with creators and will be best positioned to identify opportunities to improve our ways of working that you can share with the relevant stakeholders. You will build and transfer knowledge of problems and opportunities relative to creator management (e.g. design and execution of creators’ surveys and interviews) and will contribute to new strategic creator management initiatives.