Expert Support Manager (Contract, San Francisco)

Patronus AI, Inc. • San Francisco, CA

9h • $50 - $150 • Onsite

About The Position

Patronus AI is hiring an Expert Support Manager to support its contract domain-expert workforce. The role owns day-to-day support across onboarding and access, tooling and environment issues, and invoicing and payments. The manager runs the expert support queue, resolves issues or escalates them, and maintains accurate records. They oversee the payment process end to end, tracking submitted and approved work, amounts owed, and payments received, and proactively follow up on gaps.

The role also sets up new experts with accounts, access, contracts, and payment details, and works closely with expert managers so experts know where to get help. The position focuses on identifying and fixing recurring problems through documentation, workflow changes, or collaboration with engineers. It also involves candidly reporting process issues and using AI to automate triage, drafting, reconciliation, and reporting where practical. This is an independent contractor position based at Patronus AI’s San Francisco headquarters, with in-office attendance five days per week.

Requirements

• At least three years of experience in high-volume support, operations, or contractor and payroll operations, serving individuals rather than companies.
• Comfort handling invoices, rates, approvals, corrections, and conversations about underpayment.
• Precision when working with high volumes and payments.
• A track record of being trusted with money or sensitive personal data, with references who can attest to this.
• Clear, calm professional English writing, especially in text-based interactions with frustrated people.
• Ability to work independently, prioritize without being told what is urgent, and work with experts in other time zones.
• Enough technical confidence to troubleshoot access or environment issues before escalating.
• Comfort working with internal tooling that is still being built and reporting bugs rather than relying on workarounds.

Nice To Haves

• Experience supporting a contingent, freelance, or marketplace workforce.
• Experience with international contractor payments, including common failure modes.
• Familiarity with ticketing and support tools, and experience building macros and documentation for them.

Responsibilities

• Run the expert support queue for onboarding and access, tooling and environment issues, and invoicing and payment questions.
• Resolve support issues where possible, escalate issues when needed, and keep accurate records of both.
• Own and track the payment process end to end, including amounts owed, submissions, approvals, and payments received; proactively follow up on discrepancies or delays.
• Set up new experts with accounts, access, contracts, and payment details, and resolve initial issues that prevent them from starting.
• Coordinate with expert managers so experts receive clear, connected support.
• Address recurring causes by writing documentation, changing workflows, or reporting issues to the engineers responsible for tools.
• Report plainly when a process is causing problems.
• Use AI to automate triage, drafting, reconciliation, and reporting where practical.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed