ShopMy enables brands to launch and scale high-impact, performance-driven creator programs, while empowering the most influential creators to monetize their influence and partner directly with the brands they love. Through this operating system, ShopMy powers consumers to discover and buy the world's best products through premium brands, culture-driving tastemakers, and authentic human curation.

ShopMy recently became a unicorn, raising at a $1.5B valuation with backing from Bessemer Venture Partners, Avenir Growth Capital, and Bain Capital Ventures. If you’re excited to help shape the future of curated commerce at the intersection of technology, culture, and taste, we’d love to meet you.

We are seeking a Manager, Creator Support (Affiliate) to join our Product team, where you will help deliver an exceptional support experience for the brands who use ShopMy.

In this Individual Contributor role, you will act as a domain owner for Affiliate Support, driving resolution of complex issues, improving support workflows, and partnering closely with Product and Engineering to improve the affiliate experience at scale. This role is ideal for someone with strong affiliate network expertise who thrives in ambiguity, takes ownership of outcomes, and wants to influence how support and product evolve together.

Your Impact In The Role:

Own resolution of complex, high-impact inbound support issues related to affiliate networks
Act as an escalation point for affiliate-related issues, applying judgment to balance speed, accuracy, and customer impact
Identify root causes of recurring affiliate issues and partner with Product and Engineering to drive durable fixes
Define and improve support workflows, escalation standards, and documentation within the affiliate support domain
Surface trends, risks, and customer insights through structured documentation and reporting
Lead high-impact initiatives to reduce inbound volume and improve self-service
Partner cross-functionally to inform product decisions, roadmap prioritization, and tooling improvements
Contribute to broader Product Support initiatives that improve efficiency, quality, and scale

You Are Energized By:

Owning complex problems end-to-end and driving them to resolution
Acting as a trusted partner to Product and Engineering teams
Improving systems and processes, not just handling individual tickets
Translating technical affiliate concepts into clear, actionable guidance for brands
Working in fast-moving environments where priorities evolve

What We Are Looking For:

Bachelor’s Degree or equivalent experience.
3–5 years of experience in customer support, product operations, technical support, or a related role
Demonstrated experience supporting or working with affiliate networks and related tooling
Strong troubleshooting skills with the ability to assess impact and risk
Proven ability to operate independently and own a defined support domain or initiative
Excellent written and verbal communication skills, including cross-functional documentation
Comfort partnering with Product and Engineering on complex or ambiguous issues
Strong organizational skills and ability to manage competing priorities effectively

Bonus Points:

Experience working in a startup or high-growth SaaS environment.
Familiarity with customer support tools (Zendesk, Intercom, Jira).
Knowledge of the creator economy, affiliate marketing, or e-commerce platforms.
Ability to prioritize and execute effectively under tight deadlines.

The provided salary range is base salary, exclusive of bonus potential or commission and is a good faith estimate of cash compensation. ShopMy is flexible pending candidate's experience and how our business needs evolve throughout the search. Every employee of ShopMy receives equity on top of cash compensation!

ShopMy offers a bundle of benefits on top of being a great place to work.

Our teammates are provided benefits such as:

Medical & Dental Coverage at 70%
Equity in ShopMy
Flexible PTO
14 weeks of parental leave
Wellness & Social Stipend
Technology Stipend
Learning & Development Stipend
401k program (3% automated contribution from ShopMy!)
Wellhub Membership
Company retreats
Opportunity to monetize your influence- all employees build out a ShopMy page!
Birthday PTO

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