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Pattern is a fast-growing ecommerce acceleration platform that uses AI and machine learning to help global brands optimize and automate growth across 60+ marketplaces including Amazon, Walmart, Target, eBay, and TikTok Shop. The company has been recognized by Deloitte as one of the fastest-growing tech companies in North America and by Newsweek as one of the Global Most Loved Workplaces.
As a Customer Support Operations Specialist, you will blend hands-on support delivery with process improvement and team enablement. You'll resolve a queue of SaaS support tickets while simultaneously identifying bottlenecks in core support workflows and driving measurable improvements.
Key responsibilities include:
- Resolve customer and partner support tickets within SLA, maintaining strong CSAT scores
- Support the core Customer Support team by answering process and tooling questions, helping with escalations, and covering volume spikes
- Identify inefficiencies in support processes (routing, tagging, macros, handoffs, reporting) and propose, test, and roll out improvements
- Build and maintain SOPs, macros, and knowledge base articles to standardize answers and reduce repeat questions
- Track and report on core support metrics (first response time, resolution time, handle time, CSAT, SLA adherence) and flag trends to leadership
- Route bugs and platform requests to Technical Support, Product, and Engineering with clear, complete details
- Leverage AI tools and automation to reduce manual work for yourself and teammates
Success in the first 90 days means: learning Pattern's Pi platform and support tools (30 days), handling tickets independently and becoming a go-to resource for team questions (60 days), and leading at least one process improvement project from proposal through rollout with measured impact on support metrics (90 days).
You'll report to the Associate Director of Customer Support and work closely with Customer Support Specialists, Technical Support Specialists, and cross-functional partners in Ecommerce, Product, and Engineering. The Director of Customer Support will mentor you.
Pattern values game changers who solve problems with fresh thinking, data fanatics who use metrics to drive decisions, partner-obsessed team members who exceed expectations, and doers who take initiative and hold themselves accountable.
Requirements:
- Bachelor's degree or equivalent experience
- 1+ years of experience in customer support, SaaS support, or similar operations role (motivated candidates earlier in their careers encouraged to apply)
- Strong troubleshooting and problem-solving skills with a habit of finding root causes
- Hands-on familiarity with ticketing and tracking tools such as Zendesk, ClickUp, and Asana
- Comfort working with data (spreadsheets, dashboards, or similar) to find patterns and measure change impact
- Clear written communication, including ability to turn messy processes into simple documentation
- Curiosity about AI tools and automation for workflow efficiency
- Collaborative mindset and ability to support teammates across shifts and teams
