Content Support, Quality Assurance Specialist at Patreon
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Do you believe that creators should have the ability to get paid for the value they give to their fans?
We do, which is why we’re building Patreon, a platform that powers membership services for creators with established followings. Patreon strives to provide creators with insight, education, and tools that make it possible to retain creative control while running their creative business, so creators can focus on creating and energising their fanbases.
Our user base has doubled in the last year alone, and we have paid over $2 billion directly to creators on our platform. In order to support this level of growth, Patreon is looking for a Customer Support Quality Assurance Specialist.
What you will do:
- Conduct weekly and monthly QA evaluations and calibration audits, and coach on improvement opportunities
- Provide side-by-side feedback and on-the-spot coaching to both new hires and current team members
- Collect and analyze CSAT, performance, and QA data to provide useful, actionable insights to managers and teammates
- Build reports to identify areas to improve efficiency and CSAT through quality monitoring
- 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
- Maintain and audit internal agent macro library
- Assist the Content Support team with conducting internal and external content auditing and content auditing needs
Skills and experience you possess:
- Excellent written and verbal communication skills
- Strong active listening skills
- 1+ years QA experience
- 2+ years of customer service 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 that 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
- 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
Projects you may work on:
- Building and expanding our CH Quality Assurance program
- Collaborating with Training teammates to build out continuing education modules to develop our CH team
- Working with our process specialists to streamline and improve day-to-day work
What you will have the chance to learn:
- Excellent collaboration and communication skills
- Empathy for the patron and creator experience
Who You’ll Work With:
At Patreon, you’ll join a high-performing and highly-empathetic team of people who proudly work on fulfilling our mission of funding the creative class. Our culture of creator-first, thoughtful teammates keeps work creative, stretching, and rewarding.
Our Core Values:
- Put Creators First. WHEN CREATORS WIN, WE WIN.
- Build with Craft. WE SIGN OUR NAME TO EVERY DELIVERABLE.
- Make it Happen. WE DON’T QUIT, WE LEARN AND DELIVER.
- Win Together. WE GROW AS INDIVIDUALS, WE WIN AS A TEAM.
