Platform Operations Specialist (LATAM)

**TheSoul Group** is a leading creator business platform positioned at the heart of the creator economy. Our original videos, animations, and editorial stories inspire audiences in **21 languages**, across **60 platforms** and **20 websites**. Together with our network of **15,000 talented creators**, we reach over **5 billion followers** and generate more than **100 billion monthly views on social media**. As a global powerhouse in digital media, we drive viral success for creators and brands worldwide through a wide range of services, leveraging our expertise in content distribution, localization, and social media management. We’re the creators behind global phenomena such as **5-Minute Crafts** and **BrightSide**, and we continue to expand our influence in the creator economy through strategic acquisitions like **Mediacube** and **Underscore Talent**. We’re a dynamic, remote-first global team, fostering award-winning creativity, a no-red-tape approach, and great vibes! Are you passionate about creating engaging video content and managing projects that captivate audiences? We’re looking for a talented **Social Media Content Manager** to help us bring stories to life and grow our presence across platforms. #### **Responsibilities** - **Platform performance & growth:** Monitor Facebook and YouTube performance across the portfolio, including revenue, views, reach, watch time, RPM/CPM, engagement, retention, follower/subscriber growth, and monetization efficiency. Identify underperformance and recommend corrective actions. - **Platform expertise:** Act as the internal subject-matter expert on Meta and YouTube. Track algorithm changes, new features, monetization programs, policy updates, distribution changes, and emerging platform best practices, then translate them into operational actions. - **Creator onboarding:** Own the operational onboarding of new creators onto Facebook and YouTube. Ensure required accounts, permissions, ownership structures, monetization access, payment information and internal systems are correctly configured. Coordinate with creators/CSMs to collect missing information and resolve onboarding blockers. - **Payout & finance operations:** Oversee platform payout processes and maintain accurate records of expected versus received payments. Work with Finance/CSMs to ensure creator payouts are correctly attributed, documented and processed. Investigate missing, delayed or incorrectly allocated platform payments. - **Payout discrepancy investigation:** Reconcile platform-reported earnings against internal CSM data, invoices and actual payouts. Investigate discrepancies such as YouTube Studio revenue differing from invoices, adjustments between estimated and finalized revenue, currency/tax effects, revenue attribution issues, deductions or timing differences. Document the reason and resolution rather than simply flagging the discrepancy. - **Account setup & troubleshooting:** Handle Facebook/Meta and YouTube account setup, including permissions, Business Portfolio/Business Manager access, Page roles, YouTube permissions, AdSense/payment connections and other platform configurations. Troubleshoot access, ownership, permissions and configuration problems. - **Demonetization & monetization-status cases:** Investigate demonetizations, limited monetization, payment holds and eligibility issues. Determine the reason, collect supporting evidence, coordinate appeals/escalations where appropriate and track cases through resolution. - **Platform issue investigation:** Serve as the escalation point for unexplained platform problems. Investigate whether issues originate from Meta/YouTube, account configuration, permissions, payment systems, policy enforcement, third-party tools or internal workflows. - **Copyright, claims & policy operations:** Investigate copyright claims, strikes, reused-content issues, policy warnings and other platform enforcement actions. Maintain records and coordinate disputes/escalations where appropriate. - **Platform support & escalation:** Manage communication with Meta/YouTube support, partner managers or other platform representatives. Keep cases organized, follow up on unresolved tickets and ensure resolutions are communicated internally. - **Account health monitoring:** Regularly review accounts for operational risks: monetization eligibility, payment status, restrictions, security/access problems, copyright issues, missing permissions and other platform warnings. - **Platform changes & internal knowledge:** Monitor operational changes to Meta and YouTube—especially payouts, permissions, monetization systems, account management and policies—and communicate relevant changes to Finance, CSMs, Content and management. - **Documentation & controls:** Maintain onboarding checklists, account records, payout reconciliation documentation, incident logs, support tickets, escalation histories and SOPs so recurring issues can be resolved consistently. - 3+ years of experience in platform operations, creator operations, social media operations, or a similar role. - Strong knowledge of Facebook/Meta and YouTube, including account setup, permissions, monetization, and payouts. - Experience investigating payout, demonetization issues, account restrictions, and platform errors. - Strong troubleshooting and problem-solving skills. - Comfortable working with Excel or Google Sheets for reconciliation and reporting. - Strong attention to detail, especially when working with revenue and payment data. - Able to manage multiple cases at once and follow issues through to resolution. - Clear written and verbal English. - Experience in a creator, media, MCN, or social media company is a plus. - Proficiency and knowledge of AI tools is a plus. - ​ **Flexible Engagement Structure**: This opportunity is offered under an independent service-provider agreement, giving you the freedom to shape how you deliver your expertise. You define your own working methods, organise your schedule independently, and contribute your skills to clearly scoped projects. Compensation is agreed individually and reflects your experience, capabilities, and the value you bring to each engagement. - ​ **Location Freedom**: You can deliver services from any suitable location that supports high-quality outcomes, whether that’s your home office, a co-working space, or wherever you feel most productive and inspired. What matters most is the impact you create and the reliability of your delivery. - **Global Network and Inspiring Projects**: You’ll collaborate with a diverse international network of professionals across 85+ countries, contributing to projects that reach vast audiences and help shape the future of digital content. This is an opportunity to work alongside talented specialists, exchange ideas, and be part of meaningful initiatives with real global reach. - **Smooth Collaboration and Project Support:** To enable efficient service delivery, we provide modern collaboration platforms, clear project coordination, and streamlined processes. This helps you focus your energy where it matters most, producing high-impact work and bringing creative solutions to life. - **Make a Global Impact:** Your expertise will contribute to initiatives that influence audiences worldwide. Join projects that push creative boundaries and help build the next generation of digital experiences. We appreciate your interest in our job opportunities and our company. Our team carefully evaluates each application to identify the most suitable candidates for the role. Due to the high volume of applications received, we may not be able to respond to every applicant. However, if your qualifications align with our requirements, we will contact you to discuss the next steps in the selection process.