Porto Site Lead

Location: Porto Workplace: Hybrid 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 Porto Site Lead to support our mission. This role is based in Porto, Portugal and operates on a hybrid work model (in-office 3 days per week). ABOUT THE TEAM Trust & Safety keeps Patreon welcoming and fair, so creators and their fans can connect and creativity can thrive. We set clear standards and act quickly and consistently when something's off. Porto is our main Trust & Safety hub in Europe, where a significant share of our safety work gets done. It's a close-knit, multidisciplinary team of content specialists, project and program managers, vendor managers and policy experts, sharing the office with colleagues in Support, Fraud and Compliance. As Patreon grows into a place where fans discover new creators and communities, the work done in Porto matters more than ever. ABOUT THE ROLE We're looking for an experienced operations leader to run Trust & Safety in European hours and lead our Porto site. As T&S Operations Lead, you'll own how well Porto runs: healthy queues, targets met, smooth handoffs to our US team, and a team that knows what's expected and how they're doing. Operational excellence, team enablement, and capacity planning are at the heart of the job. You'll be the senior operations leader on site from day one, with a direct report focused on operations enablement and a scope built to grow as Porto does, including leading more of the site's team over time. You'll work hand in hand with our global Trust & Safety leaders on policy, quality, tooling, and partner management, and bring Porto's perspective into the decisions that shape how we keep Patreon safe. As Porto’s Site Lead, you’ll represent the whole office, not just T&S. You'll serve as Porto’s site representative: chairing the Porto Leadership Council, partnering with Workplace/HR, and bringing the needs of Compliance, Fraud, Support Experience, and T&S into site-wide decisions. WHAT YOU'LL DO - Run European-hours operations to target. Co-own queue health, review rates and service levels with the leaders of each safety area while Porto is online. Spot drift early, fix what you can, and escalate the rest with a clear owner and timeline. - Plan capacity. Work with the leaders of each safety area and our program managers to build monthly capacity plans across our in-house team, outsourcing partners and automation, and rebalance work when volume shifts. - Deliver on our targets, and find out why we miss. The leaders of each safety area set targets for their work and agree them with you. You'll be the single place those goals come together for Porto: deliver them on the ground, track progress, coach the team, and dig into root causes when we miss on efficiency or quality, then bring back what you learn. - Raise the bar on how we operate. Co-own the playbooks, training and workflow changes our safety-area leaders and program managers design, lead their rollout in Porto, and measure the impact on quality, handle time and backlog. - Keep work moving between Europe and the US. Make sure escalations, incidents and open work hand off cleanly across time zones, so nothing stalls or drops. - Lead incidents in European hours. Contain issues using our playbooks, make the call when a decision can't wait, and hand off with full context. - Look after the team. Make sure people doing high-exposure work have the rotation, breaks and support they need, notice early signs of strain, and involve people before changes that affect them. - Lead the site. Chair the Porto Leadership Council, bringing together every team in the Porto office, from Support to Fraud and Compliance. Be Porto's voice with US leadership, and build a culture where people feel connected and recognized. - Grow Porto's team and leaders. Develop your direct report and the site's emerging leaders, and help Porto keep a strong mix of specialist, project, program, and policy talent. WHAT YOU'LL OWN - Your call, for Trust & Safety in Porto: running our operations day-to-day in European hours. That includes keeping work flowing when volume spikes, covering absences, containing incidents using our playbooks, and setting the team's operating rhythm. Other teams in the office keep their own leadership. - Your call, for the Porto site: the Porto Leadership Council’s agenda and how Porto shows up with Execs and US leadership. Other non-T&S teams keep their own leadership. You align and represent them, you don’t manage them. - Agreed with the leaders of our safety areas: the targets they set for their work, monthly capacity plans, shifting work between areas, and workflow changes that affect enforcement decisions. - Owned by partners, with your input: policy and enforcement standards, quality standards, HR matters and vendor contracts. You'll have a strong voice in all of them. ABOUT YOU - 8+ years leading content moderation, Trust & Safety or customer support operations. Whether in-house or at an outsourcing partner, you've run the people, targets, and quality of a content or customer-facing team. Workforce management and quality leadership in those settings count too. - You have a track record of moving the numbers. You've owned throughput, quality, and service-level goals for an operations team, built capacity plans, and delivered measurable improvements you personally drove. - You've scaled operations with outsourcing partners or automation. - You lead with clarity and fairness. You set expectations, give direct feedback with care, and stay calm when things get hard. - You work well across teams. You've led alongside teams you don't manage, and you know when to decide and when to align. - You're fluent in English. Portuguese is a strong plus. - You're based in Porto, or ready to relocate. We'll support your move. NICE TO HAVE - Trust & safety experience, especially with EU/UK online-safety rules. - Experience leading a site or office in Portugal or elsewhere in Europe. - Experience with AI-assisted moderation or quality programs. WHAT SUCCESS LOOKS LIKE IN YOUR FIRST YEAR - Review rates and handoffs in European hours are consistently on target. - T&S has a clear, reviewed capacity plan, updated monthly. - Quality findings turn into action within 90 days. - The Porto Leadership Council meets on a regular cadence with agreed site priorities. - The Porto team feels more connected and more confident in where they're headed. WHY JOIN - Lead a site. Shape how our main Trust & Safety hub in Europe runs, with real decision rights from day one. - Room to grow. A clear path to leading more of Porto's team as the site grows. - Meaningful work. Help keep a community of millions of creators and fans safe. - Life in Porto. One of Europe's most livable cities, on the Atlantic coast. HOW TO APPLY Along with your CV, answer one short question (a few sentences is plenty): tell us about an operation you led. How many people, what volume, and one metric you improved? If one of our recruiters reached out to you, we'll cover this in your first call instead. We hire talented and passionate people from different backgrounds because workplace diversity and inclusion is critical to our ability to serve creators worldwide. 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. 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. 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. If you need a reasonable accommodation during the interview process, please let us know via email at accommodations@patreon. Patreon offers a competitive benefits package including and not limited to salary, equity plans, healthcare, vacation leave, company holidays and recharge days, lifestyle stipends, learning and development stipends, patronage, parental leave and sick leave, and pension with an employer contribution. Patreon operates under a hybrid work model, where employees based in office locations are expected to come into the office three days per week, excluding sick time and paid leave. The goal of this policy is to be intentional about the in-person time we spend together to strengthen the feeling of community at Patreon. Candidates hired into remote-eligible roles are not expected to meet the same requirements. At Patreon, we believe in fair and transparent pay. In compliance with Portugal and EU pay transparency laws, we are sharing the expected salary range for this role. The posted salary range is dependent on the location and the level. This range may encompass multiple levels within the role’s job family. The final offer will be based on candidate’s experience, skills, competencies, and geographic location, aligning with the appropriate job level within Patreon’s leveling framework. For remote employees located outside CA and NY, salary may vary based on location and local market conditions. Patreon reserves the right to modify or update compensation and benefits at any time. Compensation: €4,116 – €6,183 per month (gross base salary), paid on a 14-month basis (total annual cash compensation: €57,633 – €86,562). Final placement within the cash range is determined by skills, experience, and alignment with Patreon's internal pay bands. This role is also eligible for equity compensation.