Customer Support Quality Assurance Speciailst

Patreon is the best place for creators to fire up their fandoms, share exclusive work, and turn their passions into lasting creative businesses. Over 250,000 podcasters, writers, musicians, artists, and other creative people use Patreon to reach their biggest fans directly and earn an income for the value they provide. Creators can offer paid memberships that unlock access to exclusive work and community, or sell individual digital items from their own Patreon shops. 

Ultimately, our goal is simple: fund the creative class. And we’re leaders in that space, having sent over $3.5 billion to creators since our founding. We’re continuing to invest heavily in building the best creator tools with the best team in the creator economy, and are looking for a Customer Support Quality Assurance Speciailst to support our mission.

This role can be based in New York or San Francisco, or remote within the US.

About the Role

• Patreon product and processes expertise is a must in order to adequately assess quality in a teammates’ interactions

• Complete weekly and monthly QA evaluation targets and calibration audits, and coach on improvement opportunities

• Create, maintain, and evolve QA rubrics for specified teammate cohorts 

• Partner with QA manager to provide solution-oriented feedback and findings to Product Support managers from audits, making recommendations on training needs, documentation needs, and trends

• Partner with training specialists to identify, recommend, and implement training needed to cover gaps in product and process knowledge. 

• Assist with proficiency testing and knowledge retention

• Stay up to date with new product, training, and process updates, partnering with XFN teammates to ensure that QA has an accurate understanding of the status quo

• Document and highlight opportunities for process and efficiency improvement within the CQT team

• Maintain and audit internal agent macro library 

• Participate in conducting internal and external content auditing needs 

About You

• Excellent written and verbal communication skills

• Strong active listening skills

• 1+ years QA experience

• A proven track record of high-performance in your current role, strong attention to detail, excellent time-management and organizational skills, and a creative approach to solving problems

• Experience with coaching and feedback to assist with understanding areas which need improvement and how to better meet and exceed quality metrics 

• Ability to understand and execute team policies and procedures

• Strong understanding of the components of excellent customer service

• Ability to navigate many systems

• 2+ years of customer service experience

• Ability to work independently with minimal supervision

• Ability to make data-driven analysis 

• Effective and efficient working in a team environment

• Experience using QA software such as PlayVox or Maestro

About Patreon

Patreon powers creators to do what they love and get paid by the people who love what they do. Our team is passionate about making this mission and our core values come to life every day in our work. Through this work, our Patronauts:

• Put Creators First | They’re the reason we’re here. When creators win, we win. 

• Build with Craft | We sign our name to every deliverable, just like the creators we serve.

• Make it Happen | We don’t quit. We learn and deliver. 

• Win Together | We grow as individuals. We win as a team.

We hire talented and passionate people from different backgrounds across the organization. If you’re excited about a role but your past experience doesn’t match with every bullet point outlined above, we strongly encourage you to apply anyway. If you’re a creator at heart, are energized by our mission, and share our company values, we’d love to hear from you.

Patreon is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class.

Patreon offers a competitive benefits package including and not limited to salary, equity plans, healthcare, unlimited paid time off, company holidays and recharge days, commuter benefits, lifestyle stipends, learning and development stipends, patronage, parental leave, and 401k plan with matching.