[Hiring] Customer Happiness Technical Specialist @Patreon

Role Description

We are looking for a Customer Happiness Technical Specialist to support our mission at Patreon. 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.

Responsibilities include:

• 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.
• Improving internal processes as the team grows and the product expands.

Qualifications

• 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.

Requirements

• Communicates clearly, empathetically, and with a problem-solving mindset.
• Is resourceful, autonomous, and naturally curious — takes initiative without needing heavy direction.
• Enjoys helping others and explaining technical concepts in a human, approachable way.
• Stays calm under pressure and can prioritize effectively.
• Knows their way around WordPress (themes, plugins, caching layers, hosting quirks, etc.).
• Is comfortable working with APIs, webhooks, and third-party integrations.
• Likes investigating issues, reproducing bugs, spotting patterns, and thinking like a support engineer.
• Values asynchronous communication and deep work time.
• Is U.S.-based and able to work Pacific hours or late-day EST.

Benefits

• Competitive salary.
• Equity plans.
• Healthcare.
• Flexible time off.
• Company holidays and recharge days.
• Commuter benefits.
• Lifestyle stipends.
• Learning and development stipends.
• Parental leave.
• 401k plan with matching.