Associate Product Support Manager

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 $3.5 billion directly to creators on our platform. In order to support this level of growth, Patreon is looking for an Associate Product Support Manager.

What you will do:

• You will be responsible for recruiting, managing and developing a passionate team of Product Support agents underneath the Community Happiness umbrella. It's up to you to ensure our creators and patrons receive phenomenal support from that team.
• Determine support needs by conducting needs assessments, performance reviews, and capacity planning, alongside fellow Product Support Managers.
• Build and develop strong relationships with Community Happiness teams and advise on data and support needs based on team feedback.
• Troubleshoot and solve support tickets from patrons and creators in order to gain experience with our ticket demands and in the future, serve as the final point of escalation for difficult or sensitive inquiries
• Work with the Community Happiness to improve existing processes as we scale
• Recruit and hire world-class agents to Patreon

Skills and experience you possess:

• Excellent written and verbal communication skills,
• Motivation to scale support with robust care and speed
• Strong written communication skills, with the ability to understand and explain complicated product and policy concepts
• Comfortable 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 - 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
• 2+ years of background working in a support management role or relevant experience
• API support experience a plus
• Zendesk experience a plus

Projects you may work on:

• Guide a growing team with strong team culture and career paths
• Enhance and refine the support experience at a company scaling fast
• Support in hiring teammates utilizing an external vendor
• Creating policies and process to set your team up for success

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.

Our Core Values:

• Put Creators First. WHEN CREATORS WIN, WE WIN.
• Build with Craft. WE SIGN OUR NAME TO EVERY DELIVERABLE.
• Make it Happen. WE DON'T QUIT, WE LEARN AND DELIVER.
• Win Together. WE GROW AS INDIVIDUALS, WE WIN AS A TEAM.
• Want to Learn More About Patreon?
• Check out TechCrunch's article about our focus on membership.
• Listen to our CEO Jack and Co-Founder Sam chat with Guy Raz on NPR's How I Built This.
• Check to see if you know a Patreon teammate on LinkedIn.