Product Support Specialist
Patreon
Product Support Specialist, Level 2
Patreon
full-time
Posted on:
Origin: • 🇵🇹 Portugal
Visit company websiteSalary
💰 €16,000 - €21,700 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, helping them succeed in connecting with their fan base and getting paid for their work
- Provide high-quality support primarily through messaging and written channels, ensuring clarity, empathy, and professionalism
- Troubleshoot creator issues across web and mobile, applying strong technical investigation skills to resolve complex or sensitive cases
- Collaborate with cross-functional teams on edge cases, bugs, and escalations, relaying product feedback to influence improvements
- Achieve SLAs and maintain consistent performance metrics while balancing efficiency with thoughtful, solution-oriented support
- Support teammates through 1:1 guidance and knowledge-sharing on both Patreon and Zendesk best practices
- Partner with Product Support Managers in developing workflows and refining internal processes to drive team effectiveness
- Partner with the Training Team to identify and elevate opportunities for impactful ongoing education
- Document patterns, highlight gaps, and propose improvements to current workflows and the overall support experience
- Contribute to the hiring process for future Support Specialists
- Contribute to special projects and cross-team initiatives when bandwidth allows
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, working 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 (e.g., email, messaging, ticketing), balancing efficiency with thoughtful, thorough responses
- Comfortable navigating ambiguity and gray areas, with an eye for streamlining unclear processes
- Proactive, positive, and motivated to learn new skills, solve problems, and advocate for creators and members
- Enthusiasm for becoming a true Patreon expert, with curiosity about the platform’s evolving features and services
- Ability to learn quickly and adapt to regular product updates, developing a strong grasp of complex systems
- API support or other advanced troubleshooting experience is a plus
- Ability to be in-office 2 days per week (Porto)
