Social Media 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/YouTub