From Chaos to CSAT — An Evening with Eric Clay of Patreon hosted by Assembled & Peak Support

​Join us for an intimate chat with Eric Clay, who leads Customer Experience at Patreon — one of the most beloved platforms in the creator economy. We're gathering in the cellar room at Blackbird for an evening of candid conversation, good food, and great company.

​In just 18 months, Eric transformed Patreon's support operations from the ground up: slashing first response times from 8 hours to 30 minutes, driving creator satisfaction scores from 67% to over 90%, and building a blended in-house and BPO team that operates like one unified org. Oh, and winning a Stevie Award along the way.

​We'll dig into what it actually takes to turn around a struggling support operation — the workforce strategy, the technology bets, the cultural work of integrating in-house and outsourced teams, and where AI fits (and doesn't) in a creator-first world.

​Space is limited — come ready with questions and an appetite.

Evening Overview

• ​6:00 PM: Doors Open, Drinks & Bites and Networking

• ​6:30 PM: Fireside Chat with Eric Clay

• ​7:00 PM: Dinner and open Q&A
  
  Eric Clay leads Customer Experience at Patreon, where he joined in 2024 and rebuilt support operations from the inside out — combining in-house talent with BPO partners into a high-performing, culture-driven team. Before Patreon, he honed his craft across product support, program management, and content moderation at Squarespace. He's a practitioner's practitioner — equal parts systems thinker and culture builder.