Product Support Specialist, Empowered Escalations

Patreon is a media and community platform where creators give their biggest fans access to exclusive work and experiences. Over 300k creators are cultivating fandoms and building their businesses each month. Creators can offer free memberships to fans looking to explore more of their work, paid memberships to give access to exclusive media and community, or sell directly to fans with Shops.

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

• 8B+ earned since Patreon's inception

• 30M free new memberships in the first year of launching that option, and

• 10M fans paying each month for exclusive access to creators' work and community.

We're continuing to invest heavily in building the best creator products with the best 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 Role

As a Product Support Specialist, Empowered Escalations at Patreon, you will play a key role in delivering high-quality support to our creators and members. You’ll execute on defined tasks, contribute to solving problems with customized solutions, and strive to create seamless support experiences. With Patreon’s support team growing and entering a new stage of scale in 2025, this role offers an exciting opportunity to help evolve our processes, support systems, and trajectory. 

Responsibilities

• Provide timely, creator-centric support by responding to inquiries and resolving issues efficiently.

• Apply an understanding of Patreon’s business model and product offerings to assist creators and members effectively.

• Execute assigned tasks with attention to detail and within the provided guidance and parameters.

• Identify operational gaps and proactively raise awareness to help improve processes.

• Balance speed and quality by prioritizing effectively and avoiding unnecessary complexity.

• Take ownership of responsibilities, follow through on commitments, and adapt to changes as needed.

• Consistently collaborate and engage with your team to foster a positive, inclusive, and supportive environment

• Give and receive constructive feedback to continuously improve individual and team performance.

• Report product bugs, participate in dogfooding (pre-launch testing), and provide feedback based on support experiences.

• Work closely with the Product Education team to support knowledge base and macro updates.

• Contribute to process documentation alongside senior agents and managers.

• Participate in guided projects outside of the queue to develop your growth, when bandwidth allows

About You

• 2+ years of experience in customer support, preferably in a digital, creator-focused, fintech, or SaaS environment.

• Strong written and verbal communication skills with the ability to explain complex issues clearly.

• A proactive mindset with the ability to problem-solve within defined parameters.

• Ability to adapt to changing processes and tools while maintaining a high standard of service.

• Commitment to delivering excellent support while balancing efficiency and quality.

• Strong soft skills, including empathy, communication, adaptability, resilience, and problem-solving.

• Proficiency in Zendesk or similar customer support platforms.

• Ability to work a weekday schedule, with weekend/holiday work required only in rare circumstances.

• Comfortable collaborating with cross-functional partners within the scope of resolving specific tickets.     

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 across the organization. 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.

Patreon offers a competitive benefits package including and not limited to salary, equity plans, healthcare, unlimited paid time off, company holidays and recharge days, commuter benefits, lifestyle stipends, learning and development stipends, patronage, parental leave, and 401k plan with matching.

Compensation Range: €13.8K - €18.7K