Company Description Katha – Sharing Stories, Scaling Impact builds AI-powered martech solutions that help brands move beyond traditional TV, print, outdoor, and digital ads into real, shareable conversations. Through the Katha Ads platform, campaigns can be personally shared by large audiences over WhatsApp, creating authentic reach and engagement. The platform enables nano-influencer campaigns at scale, allowing brands to collaborate with hundreds of influencers with minimal operational friction. Katha Ads provides fully measurable impact, tracking every share, view, and engagement in real-time. Applicants joining Katha will contribute to a product that helps brands turn audiences into active storytellers for their message. Role Overview: We are looking for a proactive and responsible person to manage creator support operations, resolve creator queries, handle payment-related concerns and ensure timely communication and issue closure. The person should be capable of independently managing daily support operations while coordinating with internal teams.

Key Responsibilities
1. Creator Support Management
• Handle daily creator queries through Katha chat support
• Ensure timely responses and proper resolution of creator concerns.
• Take ownership of creator issues until closure.
• Handle recurring creator complaints and identify ways to reduce them.
• Ensure creators receive transparent and accurate updates. 2. Payment & Payout Support
• Handle creator payment-related queries and follow-ups.
• Coordinate with Finance, Account Management and internal teams for payment status.
• Track pending payments and ensure timely updates to creators.




• Maintain proper records of payment issues and their resolution. 3. Escalation Management
• Handle complex creator issues and escalations.
• Identify the root cause of recurring problems and coordinate with relevant teams.
• Ensure issues are not left pending without proper follow-up.
• Take independent decisions on routine support-related matters. 4. Team Coordination & Training
• Coordinate with support team members and distribute queries effectively.
• Train team members on processes, communication and query resolution.
• Ensure consistency in responses and support quality.
• Create and improve SOPs and response templates. 5. Reporting & Process Improvement
• Prepare weekly support performance reports.
• Track query volume, response time, resolution time and pending issues.
• Identify process gaps and suggest automation opportunities.
• Improve support efficiency and creator experience. Required Skills
• 2–4 years of experience in Customer Support / Operations.
• Excellent written and verbal communication.
• Strong problem-solving and follow-up skills.
• Experience handling escalations and payment-related queries.
• Good coordination and team management skills.
• Ability to manage multiple priorities independently.
• Good knowledge of Google Sheets and Excel. Key Performance Indicators (KPIs)
• Average first response time.
• Average query resolution and closure time.
• Pending and unresolved query count.
• Payment query resolution and follow-up efficiency.
• Creator satisfaction and reduction in repeated complaints.
• Team productivity and support quality.
• Process improvements and automation initiatives.

📌 Creator Support (Kochi)
🏢 Katha - Sharing Stories, Scaling Impact
📍 Kochi