Head of Creator

Fourthwall gives creators the freedom to do what they do best: create.

We're the engine behind the scenes, helping creators (You Tubers, streamers, podcasters, comedians, and anyone building an online audience) turn their ideas into income. From merch to hot sauce to subscription memberships and more, we make building a business as fun and creative as the content itself.

Our mission is simple: handle the hard stuff so creators can focus on making magic and connecting with their fans. That means no guesswork, no spreadsheets, no endless support tickets. Just powerful tools, thoughtful design, and a platform that works as hard as they do.

We put creators first in everything we do. If you're strategic, scrappy, and passionate about helping creators grow, you'll fit right in.

We're a remote-friendly team with roots in Los Angeles and Poznań, and a culture that values autonomy, collaboration, and momentum.

Fourthwall is hiring a Head of Creator Support to own and evolve the creator support organization as we scale.

This role is responsible for the end-to-end creator support experience, balancing strategic leadership with hands‑on execution. You'll inherit a strong foundation: great creator feedback, a capable team, and solid processes, and take ownership of making it faster, smarter, and more scalable.

As Head of Creator Support, you'll design systems, build workflows, and set standards, while staying close to the work: reviewing tickets, improving responses, refining help content, and experimenting with AI‑first approaches. This is not a passive management role; it's for someone who wants real ownership and enjoys turning complexity into clarity.

• Own the creator support function end-to-end, including people, processes, tools, and outcomes
• Lead and develop a high-performing support team while remaining hands‑on with complex tickets, escalations, and edge cases
• Design, build, and continuously improve support workflows that balance speed, quality, and scalability
• Own and optimize our Zendesk ecosystem, including automations, macros, reporting, AI tooling, and the help center
• Take anAI-first approach to support, identifying opportunities to improve response quality, resolution speed, deflection, and internal efficiency
• Define, track, and improve key support metricssuch as first response time, resolution time, CSAT, and escalation rates
• Partner closely with Product, Engineering, Risk/Legal, and Operations to surface insights, improve creator experience, and influence platform decisions

• 4–7+ years of experience in customer support, creator support, or customer experience roles, with clear progression and increasing ownership
• Experience owning or significantly shaping core parts of a support organization (workflows, tooling, metrics, knowledge base), and a desire to take full ownership of the function
• Proven ability to balance strategy with hands‑on execution. Comfortable setting direction while still jumping into tickets, escalations, and complex edge cases
• Strong experience with Zendesk, including building and optimizing macros, automations, reporting, and help center workflows
• An AI‑first mindset, with a track record (or intense curiosity) of using AI to improve speed, quality, deflection, and internal support operations
• A metrics‑driven operator who knows how to define, track, and improve KPIs like first response time, resolution time, CSAT, and escalation rates
• A builder's mentality… energized by the challenge of taking a strong support experience and making it meaningfully better
• Have worked in creator platforms, merch, print‑on‑draft, e‑commerce, or consumer SaaS
• Have helped scale a support organization during periods of rapid growth or operational change
• Have experience implementing or experimenting with AI‑powered support tools (agents, copilots, deflection, internal tooling)
• Have used AI coding or automation tools (e.g., Claude Code, Cursor, Git Hub Copilot, or similar) to build internal tools, scripts, or workflows that improve support operations
• Have partnered closely with Product or Engineering to turn support insights into shipped improvements
• Are LA-based (not required, but a plus)

• Competitive compensation package
• Equity stake in Fourthwall
• 401(k)
• Paid parental leave, including non‑birthing parents
• Flexible PTO
• Work in a team of experienced experts and amazing people
• Top‑of‑the‑line Apple equipment tailored to your requirements
• Dog‑friendly office just one block from the beach

We believe the most creative work happens when people feel safe, supported, and included. We're proud to be an equal opportunity employer and value a diverse workforce and an inclusive culture. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.