Patreon is the best place for creators to build memberships by providing exclusive access to their work and a deeper connection with their communities. We’re building a content and community platform where creators can engage directly with their fans and monetize their creativity, while maintaining full ownership over the work they make and the communities they create.

We’re leaders in the membership space with 250,000+ active creators and over $3.5 billion paid directly to creators on our platform. Our team is building tools to optimize the creator-to-fan relationship, including native video, enhanced podcasting features, improved creation tools, and new community experiences. We’re continuing to invest heavily in building the most talented team in the Creator Economy and are looking for a Product Support Specialist to support our mission.

This role is based in Porto and open to those who are able to be in-office 2 days per week on a hybrid work model. Schedules will be Sunday-Thursday, with Friday and Saturday as days off.

About the Role

What you will do:

  • Become a product expert, you’ll know everything about Patreon
  • Work closely on internal escalations, including questions about Tax, Legal, Payments, and also questions coming from support agents and cross-functional questions as they pertain to the member experience.
  • Work with cross functional teams on edge cases and escalation tickets
  • Identify and improve areas of Escalated Support that are underdeveloped
  • Handle escalated situations, this can range from a sensitive situation to a newly discovered edge case
  • Achieve SLAs on a daily basis, being responsible for your level of work
  • Work with teammates 1x1 as needed to support them in learning the ins and outs of Patreon and Zendesk
  • Partner with Product Support Managers in developing workflows and new internal processes 
  • Partner with the Training Team to highlight the most impactful opportunities for continued education 
  • Document and highlight opportunities for improvement, related to current modus operandi
  • Partner with the Training Team to highlight the most impactful opportunities for continued education 
  • Take part in the hiring process for future member support agents

About You

  • 3+ years in a customer support role, with an emphasis on Escalations
  • 1+ years of Zendesk experience, preferably as an admin or specialist 
  • Excellent written and verbal communication skills is a must. 
  • Proven success in working through complicated product issues and soft skills
  • Comfortable in working with gray areas, with an interest of improving this experience
  • 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 - learning the ins and outs of our complex platform excites you
  • Ability to learn quickly and develop an understanding of complex product features with regular updates
  • API support experience a plus

About Patreon

Patreon powers creators to do what they love and get paid by the people who love what they do. Our team is passionate about making this mission and our core values come to life every day in our work. Through this work, our Patronauts:

    • Put Creators First | They’re the reason we’re here. When creators win, we win. 
    • Build with Craft | We sign our name to every deliverable, just like the creators we serve.
    • Make it Happen | We don’t quit. We learn and deliver.
    • Win Together | We grow as individuals. We win as a team.

Patreon is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class.

Patreon offers a competitive benefits package including and not limited to salary, equity plans, healthcare, unlimited paid time off, company holidays and recharge days, commuter benefits, lifestyle stipends, learning and development stipends, patronage, parental leave, and 401k plan with matching.

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