Manager, Product Support - Discovery & Community

Overview

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.

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 ’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.

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.

• 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

• 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…