Team Lead, Creator Support (Remote)

About vidIQ

vidIQ is an innovative platform that equips YouTube creators with the tools they need to optimize their content, grow their audience, and accelerate their channel’s success.

Our global Creator Support team is made up of passionate, creative people from around the world. We thrive on collaboration, open communication, and the free exchange of ideas: all within a fully remote environment. United by our shared enthusiasm for YouTube, we’re dedicated to delivering exceptional guidance and support so creators have the resources they need to flourish.

Role Overview

We’re looking for a Team Lead, Creator Support to lead, coach, and grow our frontline support team (approx. 10 Creator Support Specialists). The role centers on guiding and developing people, while also blending operational excellence and hands-on support.

You’ll oversee day-to-day operations, mentor team members, manage escalations, recruit and onboard new hires, and ensure that creators consistently receive world-class support. This is a global, fully remote role.

Key Responsibilities

• Team Leadership & Development

  • Lead, coach, and mentor a distributed team of ~10 Creator Support Specialists, driving performance, engagement, and professional growth.

  • Recruit, onboard, and train new team members to support growth.

  • Build a culture of accountability, empathy, and continuous improvement.

  • Provide regular feedback, support career development, and recognize achievements.

  Operations & Performance

  • Actively handle a portion of daily support tickets alongside the team, staying directly involved in operations and contributing to ticket resolution.

  • Balance leadership responsibilities with hands-on support, regularly working cases to maintain empathy, quality, and credibility with the team.

  • Manage daily operations including scheduling, workload balancing, and shift coverage.

  • Monitor and report on key metrics (CSAT, response time, resolution quality) to maintain high service standards.

  • Review conversations to ensure quality, consistency, and alignment with policies.

  • Develop and document processes that improve efficiency and scalability.

  Escalations & Cross-Functional Collaboration

  • Handle complex or escalated creator cases with professionalism and empathy.

  • Partner with Product, Engineering, and PeopleOps to surface customer insights and improve workflows.

  • Act as a bridge between frontline support and leadership, ensuring the team’s voice is heard.

Job Requirements

• Proven ability to lead and develop high-perfroming teams: coaching, accountability, and growth should come naturally.

• 3–5 years of experience in customer support, community support, or creator success, including 2+ years in a leadership role.

• Experience recruiting, hiring, and onboarding team members.

• Strong people management and coaching skills, with a track record of developing talent.

• Excellent communication skills (written and verbal), with fluency in English; additional languages a plus.

• High emotional intelligence, able to balance empathy with accountability.

• Experience managing performance metrics and driving operational improvements.

• Strong organizational skills to juggle team management, reporting, and hands-on support.

• Proactive, improvement-focused mindset with a knack for spotting inefficiencies.

• Familiarity with support platforms (e.g., Intercom, Zendesk) and analytics tools (e.g., Amplitude) is a plus.

• Comfortable working in a fast-paced, fully remote, multicultural environment.

• Knowledge of YouTube, content creation, or social media trends strongly preferred.

• This role is fully remote, but candidates must be based in and authorized to work in the United States.

Compensation and Benefits

• Base salary: $65,000–$75,000 USD annually (depending on experience and location).

• Equity: Stock options included as part of total compensation.

• Work from anywhere: Fully remote, global team.

• Wellbeing & security: A full suite of benefits including health coverage (medical, dental, vision), retirement savings (401k), and additional protections designed to give you peace of mind.

• Time off: Unlimited PTO so you can rest, recharge, and bring your best self to work.

• Company holidays: Dedicated paid holidays observed company-wide.

• Growth opportunities: Be part of a fast-paced, innovative company with room to grow.

Why vidIQ?

• Impact: Lead a team that empowers and inspires video creators worldwide.

• Innovation: Work at the forefront of AI tools, social media, and content creation.

• Culture: Join a supportive, global team that values collaboration, curiosity, and growth.

• Flexibility: Enjoy the freedom of a fully remote, work-from-anywhere model.