Customer Success and Operations - Manager

Roar Global is a modern venture builder operating at the intersection of AI, platforms, and talent. We create and scale businesses across multiple disciplines in Marketing and applied AI, serving a diverse portfolio of global clients.

With 10+ years of experience and the trust of over 5,000 clients, we bring operational scale and strategic focus to everything we do. Headquartered in Sri Lanka and active across seven countries including Australia, Singapore, and Bangladesh. We work closely with global platforms like Google and Meta to deliver high-impact solutions across industries and markets.

Were building companies that matter and were looking for people who want to be part of that story.


About the Role

Creator Flow is Australias #1 UGC marketplace, connecting leading brands with talented ugc creators to produce impactful video ads. As a Roar Global company, we empower brands to unlock their growth potential on platforms like Facebook, YouTube, LinkedIn, and more. Our marketplace helps brands and agencies create video ads faster than ever, ensuring success in the fast-paced digital economy.

We are on the lookout for a Customer Success and Operations Manager to oversee our daily business operations, lead our customer success team, and manage creator growth and engagement. You'll serve as the key point of contact for creators, supporting their onboarding journey and helping with inquiries from both creators and clients. This role is all about keeping operations smooth, supporting the team with the right direction, and ensuring both sides of the marketplace thrive.

Responsibilities

• Team Leadership: Manage the customer success and operations team, providing guidance, direction, and support to ensure high performance.
• Creator Onboarding & Engagement: Oversee the onboarding, activation, and ongoing engagement of creators, ensuring they are set up for success on the platform.
• Client & Creator Inquiries: Handle inquiries from both creators and clients, ensuring quick, clear, and effective communication.
• Operational Excellence: Streamline backend processes and work closely with other departments (finance, product, marketing, and growth) to ensure smooth daily operations.
• Issue Resolution: Proactively identify operational challenges, resolve issues efficiently, and ensure a seamless experience for all stakeholders.
• Process Improvement: Continuously refine workflows to improve efficiency, team productivity, and customer satisfaction.
  

Requirements

• 5 - 6 years of experience in customer success, operations, or online support, ideally with international clients.
• Proven leadership experience, you know how to motivate and guide a team to success.
• Strong communication skills - clear, confident, and relationship-driven.
• Problem-solving mindset - quick to identify issues and create solutions.
• Platform expertise - prior experience with Intercom, Bubble, data processing, and presenting skills.
  

Perks

• A spacious office in the heart of Colombo, with an endless supply of tea, coffee, nescafe and snacks.
• An open-minded team that hail from different backgrounds (we don't discriminate on the grounds of ethnicity, religion, gender, or sexuality - all are welcome!).
• Complimentary lunch on all working days.
• Monthly team activities, team trips, and yearly outbound training trips.
• The opportunity to travel across Sri Lanka and meet interesting people from around the world.
• An attractive remuneration package.