Do you believe that creators should have the ability to get paid for the value they give to their fans?
We do, which is why we're building Patreon, a platform that powers membership services for creators with established followings. Patreon strives to provide creators with insight, education, and tools that make it possible to retain creative control while running their creative business, so creators can focus on creating and energizing their fanbases. Our user base has doubled in the last year alone, and we have paid over $500 million directly to creators on our platform. In order to support this level of growth, Patreon is looking for a Content Support Specialist.

At Patreon, the Content Support team is building a robust Patreon knowledge ecosystem that serves and supports our creators and patrons, and creator-facing teams.
 
We believe that creating intuitive, empathetic, and friendly Help Center articles and informative macros help our creators/patrons increase their own product knowledge and ability to self-serve, and maximizes their use of Patreon. We also believe that creating a thorough internal knowledge base provides our internal teammates the resources and expertise they need to continue to support and delight our creators and patrons with extremely efficient and knowledgable support.
 
In this role, you’ll work to execute on this vision by creating knowledge base content that both supports and delights our external and internal customers. You understand where and when creators and patrons need help within the product, and enjoy teaching them “how to fish” while still finding ways to quickly resolve their problems through the use of effective content. 
 
You will:
  • Create, edit, and manage high-quality Help Center content that is consistent, informative, intuitive, and reflective of Patreon’s tone and voice
  • Prioritize and manage content requests for updates to the Help Center, both internal and external
  • Partner with multiple cross-functional teams to develop and maintain clear, accurate, and compelling content that helps creators and patrons resolve their issues, and maximize their use of Patreon
  • Use Help Center data and feedback channels to identify and create opportunities to improve the Help Center experience
  • Manage multiple projects, dependencies, and timelines at once; deliver on moving deadlines as a result of product launches or immediate changes internally
  • Facilitate continuous learning within the Product Support team by identifying knowledge gaps and training opportunities
  • Leverage experiments, feedback channels (social media, NPS, email), and other data points to continually improve existing knowledge base content and processes
  • Troubleshoot and solve support tickets from our creators and patrons
 
Qualifications:
  • Strong written communication skills, with the ability to explain complicated product and policy concepts in simple, empathetic, jargon-free language using Patreon’s voice and tone guide
  • Excellent writing and editing skills, with the ability to quickly identify style and grammar errors
  • An understanding of how to write for self-service resolution and education, while conveying enthusiasm and empathy
  • A proven track record of high-performance in your current role, strong attention to detail, excellent time-management and organizational skills, and a creative approach to solving problems
  • Comfort in working with short, or flexible timelines
  • 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 patrons
  • You live to become a Patreon expert - attending QA and demo days where appropriate
  • Experience creating annotated screenshots, gifs, and screencast videos 
  • Experience using Google Analytics, and other tools, to measure the effectiveness of content initiatives
  • Experience using Zendesk and their Guide product to create Help Center articles and macros
  • A basic understanding of HTML and CSS in order to make small updates to the knowledge base

Projects you may work on:

  • Partnering with our Product and Product Marketing team for new Patreon feature launches 
  • Redesigning and formatting our Help Center to create dynamic and easily-to-access customer education
  • Creating training resources and leading training (remote and in-person) sessions for our Product Support agents in San Francisco, Omaha, and Porto

What you will have the chance to learn:

  • Knowledge base content creation and editorial process
  • Tracking success metrics and analytics and using data to drive improvements

Who you'll work with:
At Patreon, you'll join a high-performing and highly-empathetic team of people who proudly work on fulfilling our mission of funding the creative class. Our culture of creator-first, thoughtful teammates keeps work creative, stretching, and rewarding.

Patreon aspires to be among the tech industry’s most inclusive work environments. Not only is it the right thing to do, but pursuing diversity of perspectives helps us build for our diverse community of creators and patrons. To learn how we're working towards this, please click here.

We work hard to maintain a bottom-up decision-making culture. We empower our employees by providing a clear vision and tools to fulfill on it. We believe that hiring smart, thoughtful, people and giving them strong ownership of their work leads to the best results. We encourage you to learn more about how we think about culture at Patreon, to make sure we’re the right place for you.

Want to learn more about Patreon?

  • Check out our reviews on Glassdoor
  • Check to see if you know a Patreon teammate on LinkedIn

Thanks very much for taking the time to learn about the team behind Patreon. If you want to join us changing creator’s lives, we’d love to talk.

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