Manager, Product Support - Discovery & Community

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 we're leaders in that space, with:

• $10 billion+ generated by creators since Patreon's inception

• 100 million+ free memberships for fans who may not be ready to pay just yet, and

• 25 million+ paid memberships on Patreon today.

We're continuing to invest heavily in building the best creator platform with the best team in the creator economy and are looking for a Manager, Product Support - Discovery & Community to support our mission.

This role is based in New York and open to those who are able to be in-office 2 days per week on a hybrid work model.

About the Team

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.

About the Role

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.

What You Will Do:

• 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

About You

• 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

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 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, flexible time off, company holidays and recharge days, commuter benefits, lifestyle stipends, learning and development stipends, patronage, parental leave, and 401k plan with matching.

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.