• Monitor email, DMs, and creator-facing chat and assist in responding to creator inquiries in a timely and professional manner. • Ensure all creator communications are clear, accurate, empathetic, and consistent with company policies, processes, and brand standards. • Assist in creator collaboration onboarding and set up when a senior associate is unavailable as backup support. • Accurately review creator collaboration compensation eligibility. • Manage end-to-end creator payment operations by processing, monitoring, troubleshooting, and resolving payment issues through Tipalti and the joinstatus platform to ensure accurate and timely payments. • Investigate and resolve payment exceptions, including failed, rejected, delayed, or returned payments by identifying root causes, reprocessing payments when needed, and coordinating with internal teams and Tipalti Support.

• Monitor the portfolio of legalization/corporate registry processes, ensuring progress on all requests. • Provide customer support via phone, chat and other communication channels. • Act as a liaison between the client and the operations team, ensuring clear and efficient communication. • Update clients on their case status and advise on outstanding items and requirements from the relevant authorities. • Route and follow up requests with operations to ensure prompt resolution of issues. • Clarify questions and provide support throughout the customer's journey. • Deliver a high-quality customer service experience, contributing to client satisfaction and retention. • Identify opportunities to improve service and report situations that may impact the customer experience.

• Evaluate/investigate the circumstances of the grievance/complaint, which includes interacting with callers to gather information regarding their concern • Collaborate with other internal Trillium departments to help gather information and documents for the investigation • Document in the grievance/complaint module • Interfaces with providers and external entities, as required, to resolve grievances and complaints • Use professional discretion to determine appropriate response to the contents of complaints or grievances • Maintain and adjudicate member and recipient grievances and complaints in a timely manner • Ensure notification letters are updated and sent to the grievant/complainant accurately and timely based on current formats and timelines as established by regulations • Maintain and update the grievance module, spreadsheets and Trillium’s on-line grievance/complaint submission portal • Establish and ensure grievances and complaint files are maintained in accordance with contractual and accreditation standards.

Role Description Our Partnership Specialist acts as a critical bridge between Division-D’s internal teams and its premier AdTech partners. This role supports strategic AdTech partnerships while serving as an internal resource for platform capabilities, workflows, and operational best practices. The Partnership Specialist is responsible for maintaining strong vendor relationships, supporting internal enablement efforts, researching solutions, and maintaining an up-to-date internal knowledge base. The ideal candidate is highly organized, curious, detail-oriented, and comfortable navigating new technologies and workflows independently. They should possess exceptional written communication skills and the ability to collaborate cross-functionally with both internal stakeholders and external partners. Core Responsibilities - Join Partnership team members in building strong relationships with platform vendors to understand and vet partners’ full suite of offerings and stay informed on new capabilities, updates, and industry developments. - Serve as an internal subject matter expert on platform partners, including troubleshooting issues, researching solutions, and advising internal teams on capabilities and operational best practices. - Collaborate cross-functionally with Sales, Media Strategy, Account Management, Operations, and external partners to support successful onboarding, execution, and adoption of partner solutions. - Support internal education and enablement efforts through trainings, documentation, office hours, and ongoing team support. - Own the process for updating and maintaining Division-D’s internal knowledge base with information related to platform partners, including: - Researching and writing instructional documentation for new platforms, workflows, and procedures. - Updating existing documentation when new features or capabilities are introduced. - Monitoring and responding to team requests, questions, and comments regarding documentation and processes. - Identify opportunities to improve operational workflows, platform adoption, and internal processes related to partner solutions. Qualifications - 1–2 years of experience in digital advertising, ad operations, platform support, implementation, campaign management, customer success, or related AdTech/media functions. - Experience working in industry-leading DSPs and social ad platforms, including The Trade Desk, Nexxen, Meta (Facebook/Instagram) Ads, or similar. - Experience creating organized documentation, process guides, and internal resources. - Familiarity with knowledge management systems, ticketing workflows, or internal enablement processes preferred.