Customer Happiness Technical Specialist at Patreon in Remote

Summary: Patreon is a media and community platform that empowers creators by providing them with tools to engage their fans. The Customer Happiness Technical Specialist will be responsible for delivering excellent support to customers, troubleshooting technical issues, and collaborating with engineering to resolve complex problems. Responsibilities: - 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 and free the team to focus on higher-value customer work - Improving internal processes as the team grows and the product expands Required 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 Preferred Qualifications: - Experience with Zapier, Discord bots, Mailchimp, Stripe, or similar platforms - Ability to read or lightly modify code (HTML, CSS, JS, PHP, or Ruby) - Familiarity with Rails-based applications or similar deployment environments - Prior remote-work experience in asynchronous environments Required Skills: SaaS support experience, WordPress expertise Important Skills: API knowledge, Webhook experience, Technical troubleshooting Nice-to-Have Skills: Resourcefulness, Curiosity, Problem-solving mindset, Calm under pressure Benefits: Equity plans, Healthcare, Flexible time off, Company holidays and recharge days, Commuter benefits, Lifestyle stipends, Learning and development stipends, Patronage, Parental leave, 401k plan with matching