Patreon · 11 hours ago
Manager, Product Support - Discovery & Community
New York, United States
Full-time
Hybrid
Mid, Senior Level
3+ years expPatreon is a media and community platform that empowers creators to connect with their fans. They are seeking a Manager for Product Support focused on Discovery and Community to lead a team in delivering high-quality support and influence product improvements through support signals.
Content CreatorsMusicPodcastVideo
Responsibilities
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
Qualification
Required
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
Benefits
Equity plans
Healthcare
Flexible time off
Company holidays
Recharge days
Commuter benefits
Lifestyle stipends
Learning and development stipends
Patronage
Parental leave
401k plan with matching
Company
Patreon
Patreon is an online platform connecting musicians and other artists with their fan base.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$413.3MKey Investors
Tiger Global ManagementNew Enterprise Associates,Wellington ManagementGlade Brook Capital Partners
2021-11-10Secondary Market
2021-09-15Series Unknown
2021-04-06Series F· $155M
Leadership Team
Jack Conte
CEO & Co-Founder
Sam Yam
Co-founder, President & CTO
Recent News
vcnewsdaily
2025-12-01
Company data provided by crunchbase