Manager, Product Support – Discovery & Community
Patreon
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • United States
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Salary
💰 $108,000 - $162,000 per year
About the role
- Lead, hire, and coach a team of Product Support specialists focused on Patreon’s Discovery and Community product areas
- Own the end-to-end support experience for Discovery and Community
- Build mechanisms to hold the team accountable to results
- Partner with Workforce Management and Support leadership to allocate resources effectively
- Collaborate closely with Product, Engineering, and other cross-functional stakeholders
- Drive improvements in Full Resolution Time and CSAT
- Establish strong bug triage and escalation practices
- Lead through ambiguity and change
- Create growth opportunities for the team through thoughtful delegation
Requirements
- At least 3 years of experience in a Support Management position
- Strong people management fundamentals, including strong performance management, coaching, and direct, consistent feedback
- Proven ability to delegate, empower, and build ownership within a team
- Excellent cross-functional communication skills
- Operational rigor: able to define objectives, success criteria, milestones, and execution plans with clarity
- Experience improving resolution times and support outcomes in live/synchronous/network support environments
Benefits
- Competitive benefits package including salary, equity plans, healthcare, flexible time off, company holidays and recharge days, commuter benefits, lifestyle stipends, learning and development stipends, patronage, parental leave, and 401k plan with matching.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
people managementcoachingperformance managementdelegationempowermentcross-functional communicationaccountabilityleadership through ambiguitythoughtful delegationoperational rigor