Patreon

Product Support Specialist

Patreon

full-time

Posted on:

Origin:  • 🇺🇸 United States • California, New York

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Salary

💰 $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)