TheSoul Publishing is one of the world’s most prolific digital media companies and a leading creator business platform. Our original video, animation, and editorial content are available in 21 languages across 50 platforms and 21 sites, going viral globally and generating 25 billion monthly views on social media, with over 2 billion followers.
As a media powerhouse, we provide creators and brands with a wide range of services, leveraging our expertise in content distribution, localization, and social media management. We’re the authors of global phenomena like 5-Minute Crafts and BrightSide and continue to expand in the creator economy, as seen in our acquisitions of Mediacube and Underscore Talent.
We're a dynamic, remote-first global team—fostering award-winning creativity, a no-red-tape approach, and great vibes!
As a Platform Operations Specialist, you will manage incoming requests to troubleshoot issues on Facebook, Instagram, and other social media platforms. You’ll collaborate with cross-functional teams to ensure smooth operations, quickly identify root causes, and communicate updates clearly. You’ll prioritize tasks to meet deadlines, coordinate content project launches and closures, support secure platform access, and help improve workflows. Additionally, you’ll assist partnerships with new content launches and monitor trends to explore new social media opportunities.
Job responsibilities:
- Handle incoming requests from internal teams to troubleshoot issues on Facebook, Instagram, and other social media platforms.
- Collaborate closely with cross-functional teams (content, partnerships, IT security, product, legal) to ensure smooth operations and issue resolution.
- Investigate problems and identify root causes to ensure timely resolution.
- Proactively communicate status updates and outcomes to the team, ensuring transparency and alignment.
- Prioritize tasks effectively by identifying urgent and high-impact issues, and manage due dates to meet deadlines (SLA).
- Coordinate the launch or closure of content projects on assigned platforms.
- Identify and propose workflow and process improvements within the department.
- Work with the IT security team to manage platform access securely and efficiently.
- Support the partnerships team in new content launches and operational issue resolution.
- Monitor trends and identify new social media opportunities, contributing to a culture of experimentation.
Requirements:
- Hands-on experience with Facebook, Instagram, or other social media platforms, focusing on operations, policy compliance, and troubleshooting.
- Fluent English (written and spoken) with clear, concise communication.
- Background in digital content operations or similar platform support role (including tech/IT/non-scripted customer support) involving issue resolution and user assistance.
- Strong attention to detail and accuracy in process-driven, repetitive tasks.
- Problem-solving mindset with adaptability to platform changes.
- Collaborative approach, working effectively with cross-functional teams.
- Basic data analysis skills (Excel/Google Sheets, pivot tables, formulas) to track performance and identify trends.
- Ability to create clear, user-friendly documentation, including workflows, troubleshooting guides, and training materials.
- Ideally has experience investigating and resolving issues such as blocked or removed videos, demonetization, account restrictions, and technical errors.
- Familiarity with monetization policies and content guidelines for major social platforms is preferred.
- Experience with task/project management tools (e.g., Asana, Trello) is a plus.
- A basic understanding of the digital content ecosystem, including content distribution, copyright, and licensing, is preferred.
What we offer:
- Competitive Salary: We respect the candidate’s competence, so we discuss the salary individually and offer a truly competitive one, along with performance-based bonuses.
- Flexible Work Options: Work from home, your favorite café, or anywhere that sparks your creativity. Enjoy the freedom with remote work options that fit your lifestyle.
- Creative Vibes and an International Team: 80% of our employees are creators working from 70+ countries, producing awesome content for billions of followers worldwide.
- Talent Growth: Engage in transparent knowledge sharing within the company and our internal academy, offering 470+ courses—learn, teach, or both, and shape your path to expertise.
- Tech-savvy Culture: An ecosystem that sparks innovation, embraces the latest tools, promotes transparent task management, and empowers flexible collaboration—no time constraints or meetings, just results!
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.