Product Support Representative

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 Product Support Specialist in our Porto office.

What you will do:

• Troubleshoot and solve support tickets from patrons and creators
• Take in-bound live chats from patreon.com/faq
• Escalate issues to our P0 team or Support manager as applicable
• Work with the Support team to improve patron and creator-facing resources
• File clear and concise bug reports for our engineering and product teams
• Be the bridge from internal teams to our users and from our users to our internal teams
• Quickly learn the ins and outs of Patreon as a platform. There isn’t one thing about Patreon you don’t know about. Knowledge is power!`

Skills and experience you possess:

• A passion for Patreon’s mission to support creators.
• 1+ years in a support position
• Knowledge of Zendesk is a plus
• Enthusiasm for working directly with creators and patrons
• Skills on skills for writing the most personal, helpful emails of all time
• Superhero typing skills (you’ll be expected to solve ~70 inbound tickets a day)
• Empathy! You understand where people are coming from and you genuinely care
• Did we mention prompt? Hurry up and apply--you’re already late!

What you will have the chance to learn:

• Empathy for the experiences of creators and patrons
• Technical knowledge with regards to searching a database
• How to deliver concise feedback to cross-functional teams like engineering and product

Our Core Behaviours:

• Put Creators First. Patreon is nothing without our creators.
• Achieve Ambitious Outcomes. Set, measure, and accomplish goals that deliver massive value to our creators and patrons.
• Cultivate Inclusion. We want an environment that retains and engages the diverse teams we build.
• Bias Towards Action. When in doubt, we take the next best step, then course correct when needed. We go out of our way to fix problems when we see them. We take ownership seriously.
• Be Candid and Kind. Be extremely caring and extremely direct in all you do at Patreon, especially when it comes to giving positive and constructive feedback.
• Be Curious . You don’t know it all, and that’s the fun part. Everything gets better when you’re curious. Things get more interesting, more clear, and more approachable. When you bring curiosity into the workplace, you’re growing yourself, your teammates, and Patreon as a whole.

Want to learn more about Patreon? Check to see if you know a Patreon teammate on LinkedIn

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 . If you identify with a traditionally underrepresented group of individuals in tech, we strongly encourage you to apply!

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.