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Pattern is a fast-growing ecommerce acceleration platform that helps global brands optimize and automate growth across 60+ marketplaces including Amazon, Walmart, Target, eBay, and others. The company uses proprietary technology, AI, and machine learning to manage advertising, content, logistics, pricing, forecasting, and customer service for hundreds of brands worldwide.
As a Customer Support Continuous Improvement Specialist, you will play a hybrid role combining hands-on customer support with process improvement and quality assurance leadership. Your responsibilities include:
**Core Responsibilities:**
- Respond to and resolve customer escalations and brand partner support tickets in Zendesk, following SOPs and macros to deliver consistent, on-brand communication
- Maintain and improve SOPs and macros by identifying gaps, providing edits, and updating documentation as processes evolve
- Manage the Quality Audit process: keep scorecards current, create and review audit assignments with team leads, provide constructive feedback to agents, and lead calibration sessions with CS leadership
- Own the brand onboarding process, including preparing and leading onboarding calls, uploading brand resources, following up on open questions, and setting up reporting
- Build and deliver training content (written, video, live) for new hires and existing team members when new tools or processes roll out
- Manage manual and automated reporting, including brand follow-ups, and proactively identify and resolve negative trends
- Partner with Account Leads, Team Leads, and Seniors in focus groups to identify recurring pain points and recommend improvements
**What Success Looks Like:**
You will follow SOPs precisely and flag issues rather than work around them. You deliver timely, clear, and empathetic responses to every customer and brand. You take full ownership of tickets and tasks, follow through to resolution, and seek out feedback to continuously improve. You notice patterns in tickets and proactively suggest fixes. You are a dependable teammate who pitches in wherever needed.
**30-60-90 Day Milestones:**
- 30 Days: Complete onboarding and training; become comfortable with Zendesk, Asana, marketplace platforms, and SOPs
- 60 Days: Independently update SOPs, contribute to QA audits, and build relationships with teammates and brand partners
- 90 Days: Become a reliable go-to on the team; spot patterns in tickets and processes; lead onboarding calls, manage QA, and drive process improvements
**Team & Culture:**
You will report to the Customer Development Manager and work alongside other Customer Support Account Leads. You'll collaborate regularly with the CS Automations Lead, HQ2 Team Leads and Seniors, and the Brand Management team. The team is customer-obsessed and data-driven. Pattern's culture values Game Changers (innovative problem-solvers), Data Fanatics (data-driven decision makers), Partner Obsessed (customer-first mindset), and Team of Doers (accountable, initiative-taking contributors).
**Requirements:**
- Bachelor's degree in Business, Communications, or related field (equivalent experience considered)
- 1-2 years of experience in customer support, customer success, or related client-facing role
- Comfortable working in ticketing/helpdesk tools and basic Excel/Google Sheets for reporting and data tracking
- Strong written communication skills with ability to maintain consistent tone across customer interactions
- Detail-oriented with discipline to follow documented processes and curiosity to improve them
- Team player who takes feedback well and holds themselves accountable
**Preferred Qualifications:**
- Working history with Zendesk, Asana, or similar CS/ticketing platforms
- Familiarity with marketplace platforms (Amazon, Walmart, Target, etc.) and Shopify
- Exposure to quality assurance or audit processes
- Comfortable using AI tools to support customer service workflows
