Product Support Agent

  • Patreon
  • Remote (New York, NY, USA)
  • Nov 10, 2020
Full time Customer Service

Job Description

As a Product Support Agent, you‘ll work remotely in one of our approved cities (in an office near you post-pandemic or From Home Anywhere in Florida) answering questions that creators and patrons have about Patreon. You’ll troubleshoot payment issues, offer product advice, and become a Patreon expert. Due to our business model, you will work on the 1st day of every month (this may mean working on a Sunday or Saturday to assist our creators and patrons.) 

Anywhere in Florida, or Omaha, NE or New York City, NY or Los Angeles, CA

Skills and experience you possess:

  • 1+ years in a support position
    Flexibility to work a later shifts (starting between 11 am - 3pm) and on the 1st of each month.
  • Enthusiasm for working directly with creators and patrons. You are excited about having high caliber interactions with creators and patrons.
  • Superhero typing skills (you’ll solve ~50 inbound emails a day)
  • Empathy! You understand where people are coming from, and you genuinely care.
  • Remote-work experience (you’ll need to self-manage projects and communicate clearly over Slack, Confluence & Jira) 
  • A keen eye for quality - you’ll need to maintain high-quality scores in peer review.
  • Ability to know your limits and when to seek direction from others
  • Bonus: You are a pro in delivering support in German, French, or Italian. 

What you will do day-to-day:

  • Quickly learn the ins and outs of Patreon as a platform. There isn’t one thing about Patreon you don’t understand or know where to look for the answer. Knowledge is power!
  • Troubleshoot and solve support emails from patrons and creators
  • Take in-bound live chats from patreon.com/faq.
  • Escalate issues to fellow teammates or manager as applicable
  • Work with the team to improve patron and creator-facing resources.
  • File clear and concise bug reports for our engineering and product teams
  • Be the bridge from internal teams to our users and from our users to our internal teams.
  • Recommend solutions that improve the overall agent experience and the experiences of creators and patrons
  • Exercise judgment within defined procedures and practices to determine appropriate action

What you will have the chance to learn:

  • Superior communication skills
  • How to query data
  • Utilizing tools like Mode, Redshift and Amplitude 

>>> Click on Apply Now to be taken to the application page.