Product Support Manager, Patreon
Discovery & Community
$108-162k
+ Equity
2 days a week in office
Funding platform for creatives
Be an early applicant
Funding platform for creatives
1001+ employees
Be an early applicant
$108-162k
+ Equity
2 days a week in office
1001+ employees
Company mission
To put creators in control of their work and their futures by strengthening the bond between them and their communities.
Role
Who you are
- At least 3 years of experience in a Support Management position
- Strong people management fundamentals, including strong performance management, coaching, and direct, consistent feedback
- Proven ability to delegate, empower, and build ownership within a team—without becoming the bottleneck
- Excellent cross-functional communication skills, with the ability to build alignment and influence without formal authority
- Operational rigor: able to define objectives, success criteria, milestones, and execution plans with clarity
- Experience improving resolution times and support outcomes in live/synchronous/network support environments (or similar high-urgency support models)
- Strong judgment and customer empathy, including the ability to make creator-first tradeoffs even when it creates complexity for support teams
- Ability to interpret support signals (ticket volume trends, sentiment, bug patterns) and translate them into strategy and execution
- Comfort working in demanding environments with shifting priorities, high expectations, and multiple competing workstreams
- 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
What the job involves
- Product Support is under the Support Experience team at Patreon which aims to deliver fast, high-quality support for creators and fans while partnering closely with Product and Engineering to improve the platform at scale
- We’re evolving quickly: moving beyond email into synchronous support, modernizing our tooling, and embedding more deeply with product teams to improve the experience for everyone, whether or not they contact support
- As the Manager, Product Support - Discovery & Community at Patreon, you’ll lead a team of specialists responsible for delivering fast, high-quality support across our Discovery and Community product surfaces—and using support signals (tickets, sentiment, bugs) to influence product improvements
- This role is especially critical as Support Experience expands into synchronous support in 2026
- You’ll help build the operating model, performance expectations, and cross-functional partnerships needed to scale real-time support without sacrificing quality
- You’ll be accountable for improving resolution time, CSAT, and bug outcomes in your domain while coaching and developing a high-performing team
- Lead, hire, and coach a team of Product Support specialists focused on Patreon’s Discovery and Community product areas, ensuring strong performance, clear expectations, and a healthy team culture
- Own the end-to-end support experience for Discovery and Community, including ticket handling strategy, escalation paths, and operational standards that drive measurable outcomes
- Build the mechanisms to hold the team accountable to results, including goals, operating rhythms, performance feedback, and quality expectations
- Partner with Workforce Management and Support leadership to allocate resources effectively as volume and channel mix evolves (including the shift toward synchronous support in 2026)
- Collaborate closely with Product, Engineering, and other cross-functional stakeholders to influence roadmap decisions using ticket trends, customer sentiment, and operational insights
- Drive improvements in Full Resolution Time and CSAT by identifying root causes, removing workflow friction, and strengthening coaching and quality practices
- Establish strong bug triage and escalation practices, ensuring support feedback is actionable, visible, and consistently translated into product improvements
- Lead through ambiguity and change, helping the team stay resilient as processes, tooling, and expectations evolve
- Create growth opportunities for the team through thoughtful delegation, stretch work, and clear development paths
Our take
Creatives face two major struggles in the online space: getting eyes (or ears) on their work, and getting paid for it. Patreon was founded to solve both problems with a platform that would provide a space for creators to host and promote their work, and offer supporters a way to show their support through a regular paid subscription.
Patreon has been a leader in the content subscription space since its founding, but recently has come under pressure from newer rivals such as Substack and Ko-fi. It has maintained its position by shifting its focus from being primarily a marketplace for supporters to find creatives that interest them to being a toolbox for content creators to promote their work. While the site's creatives value this approach it remains to be seen whether Patreon will be able to return to the growth it was enjoying in previous years.
Despite the inroads made by competitors and a troubling global economic outlook making finances tougher for content creators and their supporters, Patreon is still a leader in its space, with over 250,000 active creators having made $3.5B through the platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Apr 2021
$155m
SERIES F
Sep 2020
$90m
SERIES E
Total funding: $352.1m
Company benefits
- Health Coverage: Medical, dental, and vision plans are available to our US employees and their dependents. Our plans have a nationwide network and we also cover a primary care concierge membership.
- Balance & Wellness: We offer a generous Flexible Time Off policy, in addition to days throughout the year where everyone takes the same day off to recharge our batteries. Employees and their dependents also have access to therapy, coaching, and Employee Assistance Programs services.
- Family Planning: We provide 20 weeks of paid parental leave, fertility, adoption, and surrogacy benefits, as well as an annual stipend for new additions to your families (including pets!).
- Lifestyle & Learning: You’ll have stipends to fund your personal lifestyle and to support your favorite creators on Patreon, as well as an annual stipend for learning and development.
- Hybrid Work: Our offices are in San Francisco, New York, and Porto. Plus, we have more teammates working remotely around the world.
- Financial Support: We offer employer matching for our retirement plans and Health Savings Account (HSA), as well as access to 1:1 financial guidance with a Certified Financial Planner.
Company HQ
SoMa, San Francisco, CA
Leadership
Jack Conte
(Co-Founder & CEO)Graduated from Stanford with a degree in Music. Created musical content on Youtube as Pomplamoose before founding Patreon.
Sam Yam
(Co-Founder, CTO & President)Worked in Analytics and Engineering roles at Yahoo, Ning and Loopt. Previously founded mobile advertising company AdWhirl, which was acquired by Google.
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