Legal Marketing and Case Support Specialist
Job Duck
Product Support Specialist
Patreon
full-time
Posted on:
Location: California, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $59,500 - $80,500 per year
Job Level
Mid-LevelSenior
About the role
- Become a product expert, developing deep knowledge of Patreon’s features, services, and policies
- Work closely and empathetically with creators to help them connect with fans and get paid
- Provide high-quality support primarily through messaging and written channels with clarity and professionalism
- Troubleshoot creator issues across web and mobile, applying technical investigation skills for complex or sensitive cases
- Collaborate with cross-functional teams on edge cases, bugs, and escalations and relay product feedback
- Achieve SLAs and maintain consistent performance metrics while balancing efficiency with thoughtful support
- Support teammates through 1:1 guidance and knowledge-sharing on Patreon and Zendesk best practices
- Partner with Product Support Managers to develop workflows and refine internal processes
- Partner with the Training Team to identify opportunities for ongoing education
- Document patterns, highlight gaps, and propose improvements to workflows and the support experience
- Contribute to the hiring process for future Support Specialists and participate in special projects and cross-team initiatives
Requirements
- 3+ years of experience in a customer support role, with a background in technical support, voice of the customer programs, or asynchronous channel support
- 2+ years of Zendesk experience
- Excellent written and verbal communication skills, with empathy and clarity at the forefront
- Proven ability to investigate and resolve complex issues across web, mobile, and messaging platforms
- Experience capturing, synthesizing, and relaying customer feedback to influence product or process improvements
- Skilled at supporting customers in asynchronous channels (email, messaging, ticketing), balancing efficiency with thoughtful responses
- Comfortable navigating ambiguity and streamlining unclear processes
- Proactive, positive, and motivated to learn new skills, solve problems, and advocate for creators and members
- Enthusiasm for becoming a Patreon product expert and ability to learn quickly with regular product updates
- API support or other advanced troubleshooting experience is a plus
- Able to be in-office 2 days per week on a hybrid work model (New York or San Francisco)
