Community Engagement Specialist providing services to new and returning students and their families. Facilitating academic engagement and effective communication practices in a virtual school program.
About the role
- Manager of Product Support leading a team at Patreon to deliver high-quality support for creators and fans. Driving operational improvements and collaborating with Product and Engineering teams.
Responsibilities
- Lead, hire, and coach a team of Product Support specialists focused on Patreon’s Discovery and Community product areas
- Own the end-to-end support experience for Discovery and Community
- Build mechanisms to hold the team accountable to results
- Partner with Workforce Management and Support leadership to allocate resources effectively
- Collaborate closely with Product, Engineering, and other cross-functional stakeholders
- Drive improvements in Full Resolution Time and CSAT
- Establish strong bug triage and escalation practices
- Lead through ambiguity and change
- Create growth opportunities for the team through thoughtful delegation
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
- Excellent cross-functional communication skills
- 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
Benefits
- Competitive benefits package including 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.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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RP
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