Manager, Product Support - Discovery & Community

Patreon•New York City, NY

15d•Hybrid

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 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.

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—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

Responsibilities

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