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 were leaders in that space, with:<ul><li>$10 billion+ generated by creators since Patreons inception</li><li>100 million+ free memberships for fans who may not be ready to pay just yet, and</li><li>25 million+ paid memberships on Patreon today.</li></ul>We’re continuing to invest heavily in building the most talented team in the Creator Economy and are looking for a Product Support Specialist to support our mission.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 TeamOur 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<ul><li>Become a product expert, developing deep knowledge of Patreon’s features, services, and policies.</li><li>Work closely and empathetically with creators, helping them succeed in connecting with their fan base and getting paid for their work.</li><li>Provide high-quality support primarily through messaging and written channels, ensuring clarity, empathy, and professionalism.</li><li>Troubleshoot creator issues across web and mobile, applying strong technical investigation skills to resolve complex or sensitive cases.</li><li>Collaborate with cross-functional teams on edge cases, bugs, and escalations, relaying product feedback to influence improvements.</li><li>Achieve SLAs and maintain consistent performance metrics while balancing efficiency with thoughtful, solution-oriented support.</li><li>Support teammates through 1:1 guidance and knowledge-sharing on both Patreon and Zendesk best practices.</li><li>Partner with Product Support Managers in developing workflows and refining internal processes to drive team effectiveness.</li><li>Partner with the Training Team to identify and elevate opportunities for impactful ongoing education.</li><li>Document patterns, highlight gaps, and propose improvements to current workflows and the overall support experience.</li><li>Contribute to the hiring process for future Support Specialists, helping shape the growth of the team.</li><li>Demonstrate adaptability by contributing to special projects and cross-team initiatives when bandwidth allows.</li></ul>About You<ul><li>3+ years of experience in a customer support role, with a background in technical support, voice of the customer programs, or asynchronous channel support.</li><li>2+ years of Zendesk experience.</li><li>Excellent written and verbal communication skills, with empathy and clarity at the forefront.</li><li>Proven ability to investigate and resolve complex issues, working across web, mobile, and messaging platforms.</li><li>Experience capturing, synthesizing, and relaying customer feedback to influence product or process improvements.</li><li>Skilled at supporting customers in asynchronous channels (e.g., email, messaging, ticketing), balancing efficiency with thoughtful, thorough responses.</li><li>Comfortable navigating ambiguity and gray areas, with an eye for streamlining unclear processes.</li><li>Proactive, positive, and motivated to learn new skills, solve problems, and advocate for creators and members.</li><li>Enthusiasm for becoming a true Patreon expert, with curiosity about the platform’s evolving features and services.</li><li>Ability to learn quickly and adapt to regular product updates, developing a strong grasp of complex systems.</li><li>API support or other advanced troubleshooting experience is a plus.</li></ul>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:<ul><li>Put Creators First | They’re the reason we’re here. When creators win, we win.</li><li>Build with Craft | We sign our name to every deliverable, just like the creators we serve.</li><li>Make it Happen | We don’t quit. We learn and deliver.</li><li>Win Together | We grow as individuals. We win as a team.</li></ul>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 accommodations@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 hired into remote-eligible roles 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.

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Product Support Specialist 2

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