Remote job description

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 $2 billion directly to creators on our platform. In order to support this level of growth, Patreon is looking for a Member Lead, Product Support to join our team. This person should love supporting creators, patrons, and their internal team! They'll be heavily focused in day-to-day support work, ensuring the the member support team is set up for success to provide the best level of support possible.

What you will do:

  • Become a product expert, you'll know everything about Patreon from a creator & patron standpoint
  • Be the point of contact for internal escalations, including questions from support agents and cross-functional question as they pertain to the member experience
  • Handle escalated situations, this can range from a sensitive situation to a newly discovered edge case
  • Monitor SLA progress on a daily level, you're responsible for motivating and encouraging the team to meet our daily goals
  • 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 recognizing great work, be the best advocate for the member support team
  • Partner with the Training Team to highlight the most impactful opportunities for continued education
  • Monitor and document recurring support trends from the member experience
  • 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

Skills and experience you possess:

  • 4+ years in a customer support role, with an interest in management
  • 1+ years of Zendesk experience, preferably as an admin or specialist
  • Excellent written and verbal communication skills is a must. You must be able to clearly set goals across a team, while providing consistent updates on team progress.
  • Proven success in guiding/mentoring teammates on complicated product issues and soft skills
  • Comfortable in working with short, or flexible timelines
  • Data-oriented, you have a knack for telling compelling stories using data
  • 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

What you will have the opportunity to do:

  • Guide a growing team with strong team culture
  • Gain empathy for the creator and patron experience
  • Be apart of the foundational support team for Patreon
  • Enhance and refine the support experience at a company scaling fast

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.



Summary
Company name: Patreon
Remote job title: Member Support Team Lead, Product Support
Job tags: marketplace, saas / subscription, entertainment, fintech, makers, music

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