Customer Happiness Technical Specialist

Patreon

7d•Remote

About The Position

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 Customer Happiness Technical Specialist to support our mission. This is a remote, full-time, salaried position available to people located in the United States. You will work exclusively on the Memberful product, but you will be an employee of Patreon. Please include a cover letter in your application form in order to be considered for the position. In your cover letter, please tell us about how you’ve done this work before and how you would leverage that experience to do it again at Memberful. We strongly favor great writers who put real effort into their cover letter and application. We don’t want a stock cover letter. We’re looking for someone who can clearly communicate why they’re the right person for this job. We’re looking for someone who can blend excellent support with strong technical instincts. Every customer’s setup is different, so you’ll need the judgment to understand their goals and help them navigate Memberful’s opinionated flexibility. World-class support isn’t a tagline for us, we actually operate that way. You should genuinely enjoy helping people, explaining things clearly, and making sure customers feel confident, not just “handled.” We use AI and automation where they help, but the heart of our support is human: steady, thoughtful, and willing to dig in. You’ll troubleshoot issues, guide setup, and tackle questions involving WordPress, integrations, APIs, and webhooks. And when something goes deep, you’ll investigate, reproduce, and work closely with engineering to get to the root of it.

Requirements

Experience supporting a SaaS product in a technical capacity
Strong WordPress experience (configuration, troubleshooting, common plugin conflicts, hosting environments)
Ability to simplify technical concepts for non-technical users
Excellent written communication skills
Located in the United States
Available to work Pacific hours or late-day EST

Nice To Haves

Experience with Zapier, Discord bots, Mailchimp, Stripe, or similar platforms
Ability to read or lightly modify code (HTML, CSS, JS, PHP, or Ruby)
Familiarity with Rails-based applications or similar deployment environments
Prior remote-work experience in asynchronous environments

Responsibilities

Supporting customers via our help desk with questions ranging from onboarding to advanced configuration
Becoming an expert on how Memberful integrates with WordPress and tools like Mailchimp, Discord, Zapier, and other third-party services
Troubleshooting API, webhook, and integration issues
Reproducing and diagnosing technical issues before routing them to engineering
Collaborating closely with the on-call engineer to handle and prioritize technical tickets efficiently
Updating or creating help docs, troubleshooting guides, and other educational content
Gathering, organizing, and communicating feature requests and customer insights to the team
Helping potential customers assess whether Memberful is the right fit for their needs
Helping evolve our support operations by introducing automation and AI-assisted tools that make troubleshooting faster and free the team to focus on higher-value customer work
Improving internal processes as the team grows and the product expands