Creator Support Executive

• Job Designation: Associate – Customer Support & Creator Success

About Faym: 

At Faym, we are leading the charge in content commerce in India through our growing network of creators. Faym.co empowers creators to set up their own mini e-commerce stores, helping them sell products from our partnered brands. Powering over 35,000 creators with ₹200 Cr monthly GMV, we're redefining creator-led commerce in India.

Role Summary

Be the primary point of contact for creators on Faym, ensuring a seamless experience through timely support, campaign coordination, creator engagement, and operational Excellence.

Key Responsibilities

* Resolve creator queries across Instagram, WhatsApp, Facebook, and Email within defined TATs.

* Handle issues related to campaigns, orders, payouts, earnings, sourcing, and content posting.

* Escalate and track critical issues to closure. Creator Success

* Drive creator satisfaction, engagement, and NPS.

* Support creator onboarding and educate creators on campaigns and earning opportunities.

* Gather feedback and improve creator experience. Campaign & Operations

* Support creator sourcing, onboarding, communication, and campaign execution.

* Coordinate with internal teams to ensure timely campaign delivery.

* Maintain creator databases and operational records. Community & Events

* Assist in creator webinars, events, and community initiatives.

* Manage creator communication and follow-ups. Process Improvement

* Leverage CRM, WhatsApp tools, Google Workspace, and automations to improve efficiency.

* Create SOPs, FAQs, and support resources.

Key KPIs

* First Response Time (FRT)

* Resolution TAT *CSAT & Creator NPS

* Query Resolution Rate

* Campaign Execution Accuracy

* Database Accuracy

Requirements

* Excellent communication and problem-solving skills.

* Proficiency in Google Sheets, Excel, Docs, CRM/Ticketing tools, and WhatsApp Business.

* 1-2 years of experience in Customer Support, Creator Success, Community Management, or Operations.

* Understanding of the creator economy is a plus