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Manager, Product Support - Discovery & Community

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Patreon

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Location:
United States , New York

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

108000.00 - 162000.00 USD / Year
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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
What we offer:
  • Offers Equity
  • competitive benefits package including and not limited to salary, equity plans, healthcare, flexible time off, company holidays and recharge days, commuter benefits, lifestyle stipends, learning and development stipends, patronage, parental leave, and 401k plan with matching

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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