Product Support Specialist 2

Patreon is a media and community platform where over 300,000 creators give their biggest fans access to exclusive work and experiences. We offer creators a variety of ways to engage with their fans and build a lasting business including: paid memberships, free memberships, community chats, live video, and selling to fans directly with one-time purchases.

Ultimately our goal is simple: fund the creative class. And we're leaders in that space, with:

• $10 billion+ in revenue generated since Patreon's inception
• 100 million+ free memberships for fans who may not be ready to pay just yet, and
• 25 million+ paid memberships on Patreon today.

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.

About the Team

Our mission is to empower creators and their members by ensuring they feel supported, heard, and confident using Patreon. The Product Support team serves as the front line for troubleshooting technical issues and guiding users through challenges with empathy and clarity. We thrive in asynchronous channels, balancing efficiency with thoughtful communication that builds trust and connection. Beyond resolving individual cases, we act as the voice of the creator within Patreon—sharing insights, highlighting opportunities, and partnering with cross-functional teams to drive meaningful improvements. Adaptable, solutions-oriented, and deeply knowledgeable about the platform, we are dedicated to making the Patreon user experience better every day.

About the Role

• Become a product expert, you’ll know everything about Patreon
• Work closely and empathetically with creators, helping them get paid for doing what they do best.
• Work with cross-functional teams on edge cases and bugs
• Troubleshoot alongside creators, both in web and mobile
• 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
• Take part in the hiring process for future member support agents
• Flexibility to work on other projects when bandwidth is available

About You

• 3+ years in a customer support role
• 2+ years of Zendesk experience
• Excellent written and verbal communication skills are a must.
• Proven success in working through complicated product issues and soft skills
• Comfortable in working with gray areas, with an interest in 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 members
• 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.

We hire talented and passionate people from different backgrounds because workplace diversity and inclusion is critical to our ability to serve creators worldwide. If you’re excited about a role but your past experience doesn’t match with every bullet point outlined above, we strongly encourage you to apply anyway. If you’re a creator at heart, are energized by our mission, and share our company values, we’d love to hear from you.

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. If you need a reasonable accommodation during the interview process, please let us know via email at accomodations@patreon.

Patreon offers a competitive benefits package including and not limited to salary, equity plans, healthcare, vacation leave, company holidays and recharge days, lifestyle stipends, learning and development stipends, patronage, parental leave and sick leave, and pension with an employer contribution.

Patreon operates under a hybrid work model, where employees based in office locations are expected to come into the office two days per week, excluding sick time and paid leave. The goal of this policy is to be intentional about the in-person time we spend together to strengthen the feeling of community at Patreon. Candidates outside of our office hubs are not expected to meet the same requirements.

At Patreon, we believe in fair and transparent pay. In compliance with New York and California pay transparency laws, we are sharing the expected salary range for this role.

The posted salary range is dependent on the location and the level. This range may encompass multiple levels within the role’s job family. The final offer will be based on candidate’s experience, skills, competencies, and geographic location, aligning with the appropriate job level within Patreon’s leveling framework. For remote employees located outside CA and NY, salary may vary based on location and local market conditions.

Patreon reserves the right to modify or update compensation and benefits at any time.