Platform Specialist, Commissions

Title: Platform Specialist, Commissions

Location:  Dallas, Texas or Remote

Reports to: Manager of Commissions    

The Role: 

As a Platform Specialist, you will provide value in each conversation and set LTK clients up for success by delivering fast, accurate, commissions and payment assistance. You will research commissions and analytics-related issues for LTK creators.

As a Platform Specialist, you are an expert in understanding and communicating complex commission issues to LTK creators, and internal team members while also striving to find the root cause and solution to any problem. During a typical day, you may be asked to review reporting to identify the root cause and collaborate with internal departments to get to a solution. 

Key Responsibilities and Accountabilities:

• Answer commissions tickets from both internal and external sources in a timely manner
• Provide peer coaching to help grow and develop other platform specialists
• Triage issues to determine the solution and business impact
• Provide clear documentation of best practices for current and future team members
• Write both internal and external knowledge base articles
• Serve as SME with product teams and account managers to solve problems 
• Educate and evangelize LTK best practices to build awareness of how other teams impact the business, ensuring alignment in cross-team initiatives.
• Brainstorm solutions to everyday problems to increase efficiency and customer satisfaction

Professional Characteristics

The ideal candidate will have a passion for helping people and a driving curiosity to explore problems and questions of all types. The candidate should be analytical and possess the critical thinking skills necessary to find solutions. Also, the Platform Services Specialist will act as an advocate for the client by viewing the world from their point of view, and ensuring we have set the client up for success.  

• Curious
• Empathetic 
• Client advocate (obsessed with creating a positive experience for LTK consumers, creators, and team members.) 
• Excellent organizational and analytical skills with strong technical acumen
• Excellent verbal and written communication skills
• Adept at finding creative solutions to technical problems 
• Sense of urgency 
• Ability to work individually and in a team environment 
• Ability to interact professionally with a diverse group: consumers, creators, executives, managers, and coworkers
• Comfort giving courageous feedback to peers

Requirements

• Bachelors in Computer Science, Advertising, Business, Communications, or an equivalent experience
• Three years of experience managing technical questions and common support issues in a SaaS business  
• Obsession with numbers and data, a deep desire to prove yourself right or wrong and make smart decisions.
• Experience communicating financial and technical concepts to non-specialists 
• Experience troubleshooting financial and payment issues
• Experiencing working within tight SLAs
• Basic understanding of digital marketing technologies 
• An understanding of social media and influencer marketing

Bonus Points For

• SQL and/or Excel experience is a plus
• Experience with Zendesk or other ticketing systems
• Understanding of popular blogging platforms and familiarity with other content management systems 
• Experience in startup/growth phase companies
• Experience with affiliate networks/marketing