Product Support Specialist
Patreon is the best place for creators to build memberships by providing exclusive access to their work and a deeper connection with their communities. We’re building a content and community platform where creators can engage directly with their fans and monetize their creativity, while maintaining full ownership over the work they make and the communities they create.
We’re leaders in the membership space with 250,000+ active creators and over $3.5 billion paid directly to creators on our platform. Our team is building tools to optimize the creator-to-fan relationship, including native video, enhanced podcasting features, improved creation tools, and new community experiences. We’re continuing to invest heavily in building the most talented team in the Creator Economy and are looking for a Product Support Specialist to support our mission.
This role is based in the US and remote.
About the Role
Become a product expert, you’ll know everything about Patreon
Work closely and empathetically with creators, helping them get paid for doing what they do best
Work with cross-functional teams on edge cases and bugs
Troubleshoot alongside creators, both in web and mobile
Achieve SLAs on a daily basis, being responsible for your level of work
Work with teammates 1x1 as needed to support them in learning the ins and outs of Patreon and Zendesk
Partner with Product Support Managers in developing workflows and new internal processes
Partner with the Training Team to highlight the most impactful opportunities for continued education
Document and highlight opportunities for improvement, related to current modus operandi
Take part in the hiring process for future member support agents
Flexibility to work on other projects when bandwidth is available
3+ years in a customer support role
2+ years of Zendesk experience
Excellent written and verbal communication skills are a must.
Proven success in working through complicated product issues and soft skills
Comfortable in working with gray areas, with an interest in improving this experience
A proactive nature, a positive attitude, and a high degree of motivation to go above and beyond to learn new skills and get things done and solve problems for creators and members
You live to become a Patreon expert - learning the ins and outs of our complex platform excites you
Ability to learn quickly and develop an understanding of complex product features with regular updates
API support experience a plus
Patreon powers creators to do what they love and get paid by the people who love what they do. Our team is passionate about making this mission and our core values come to life every day in our work. Through this work, our Patronauts:
Put Creators First | They’re the reason we’re here. When creators win, we win.
Build with Craft | We sign our name to every deliverable, just like the creators we serve.
Make it Happen | We don’t quit. We learn and deliver.
Win Together | We grow as individuals. We win as a team.
Patreon is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class.
Patreon offers a competitive benefits package including and not limited to salary, equity plans, healthcare, unlimited paid time off, company holidays and recharge days, commuter benefits, lifestyle stipends, learning and development stipends, patronage, parental leave, and 401k plan with matching.