Technical Operations Manager - Creator Monetization

We are looking for a highly motivated individual to join our team as a Technical Operations Manager focused on Creator Monetization. This role is critical to our mission of enabling more creators to live off their art. As our client rapidly expands its creator programs, particularly in audiobooks and podcasts, we are expecting to significantly grow our creator base.

You will be at the forefront of scaling our creator support model, acting as the central point of contact for complex payment, tax and system-related issues. You will shield our engineering teams from day-to-day escalations, allowing them to focus on building long-term, scalable solutions. This is a vital role that ensures our creators have a seamless and reliable payment experience as we continue to grow.

What You'll Do:
Serve as the subject-matter expert and central triage point for all creator payout issues, ensuring tickets are properly assigned and resolved efficiently.
Manage and prioritize technical support queues (Jira) for creator payment inquiries, unpayable statuses, and other technical onboarding issues.
Utilize internal financial tooling and back-office systems to diagnose and resolve issues related to payment eligibility, tax status, and account setup.
Proactively identify and clean up legacy creator profiles with incomplete banking or tax information to ensure compliance and payment success.
Aggregate issue patterns and provide data-driven insights to Engineering and Product teams to inform the roadmap for automation, tooling enhancements, and improved creator-facing UX.
Develop and maintain playbooks, internal FAQs, and standard operating procedures to minimize escalations and empower L1/L2 support teams.
Collaborate with cross-functional teams including Engineering, Finance, Commerce, and Legal to manage and resolve major payout-related incidents.
Handle operational tasks such as creator earnings adjustments, account changes, and data corrections.

Who You Are:
You have a background in Technical Support, Customer Success, or Operations, preferably in a tech or finance-related industry.
You are highly proficient with ticketing systems like Jira and are comfortable navigating and using various internal tools and systems.
You have a foundational understanding of SQL and are comfortable querying data to investigate issues.
You are an excellent communicator with strong written and verbal English skills.
You are a highly organized multi-tasker with strong attention to detail, analytical skills, and project management abilities who thrives in a fast-paced environment.
You have experience managing technical escalations, identifying patterns in incidents, and providing feedback to technical teams.
You are a standout colleague who believes in the power of teamwork and are passionate about the opportunity to learn and grow.
Experience with payment systems, financial platforms, or creator monetization is a significant plus.

Start Date:   2026-05-11
End Date:   2026-11-07

Location: Remote in Sweden.