Customer Support Continuous Improvement Specialist at pattern in Lehi, UT, US

Job description

• Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come work with Pattern! We want you to use your skills to push one of the fastest-growing companies headquartered in the US to the top of the list.
• Pattern accelerates brands on global ecommerce marketplaces leveraging proprietary technology and AI. Utilizing more than 66 trillion data points, sophisticated machine learning and AI models, Pattern optimizes and automates all levers of ecommerce growth for global brands, including advertising, content management, logistics and fulfillment, pricing, forecasting and customer service. Hundreds of global brands depend on Pattern’s ecommerce acceleration platform every day to drive profitable revenue growth across 60+ global marketplaces—including Amazon, Walmart.com, Target.com, eBay, Tmall, TikTok Shop, JD, and Mercado Libre. To learn more, visit pattern.com or email press@pattern.com.
• Pattern has been named one of the fastest growing tech companies headquartered in North America by Deloitte and one of best-led companies by Inc. We place employee experience at the center of our business model and have been recognized as one of Newsweek’s Global Most Loved Workplaces®.
• We need a Customer Support Continuous Improvement Specialist to help drive operational excellence across Pattern's Customer Support organization. We are looking for someone who spots inefficiencies, champions process improvements, and helps cultivate a culture of continuous, customer-obsessed problem-solving. Sitting at the intersection of frontline CS operations, automation initiatives, and cross-functional stakeholders, this role contributes to measurable gains in customer satisfaction, team efficiency, and business performance. This is a full-time role and will work a hybrid schedule (three days in office, two days remote per week) based in Lehi, Utah.

Responsibilities

• Respond to and resolve customer escalations and brand partner support tickets in Zendesk, following SOPs and macros to deliver consistent, on-brand communication
• Keep SOPs and macros current; address gaps, provide edits, and update documentation as processes change
• Manage the Quality Audit process by keeping the scorecard up-to-date, creating and reviewing audit assignments with Seniors, Team Leads, and Account Leads, providing agents with constructive feedback, and leading calibration sessions with CS leadership
• Own the brand onboarding process: prepare for and lead onboarding calls, upload brand resources, follow up on open questions, and set up reporting needs
• Help build and deliver training content (written, video, live) for new hires and existing teammates when new tools or processes roll out
• Manage manual and automated reporting, including brand follow-ups, and help catch and resolve negative trends before they become bigger issues
• Partner with Account Leads, Team Leads, and Seniors in Focus Groups to identify recurring pain points in tickets and processes and recommend and implement improvements

Requirements

• Bachelor’s degree in Business, Communications, or a related field; equivalent experience considered
• 1-2 years of experience in customer support, customer success, or a related client-facing role
• Comfortable working in ticketing/helpdesk tools and basic Excel/Google Sheets for reporting and data tracking
• Strong written communication skills and the judgment to keep tone consistent across customer interactions
• Detail-oriented, with the discipline to follow documented processes and the curiosity to help improve them
• A team player who takes feedback well and holds themselves accountable to teammates and partners
• 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 day-to-day customer service workflows

Skills

Required

• Strong written communication skills
• Detail-oriented
• Curiosity to help improve processes
• Team player
• Takes feedback well
• Accountability

Benefits

• Pattern offers big opportunities to make a difference in the ecommerce industry! We are a company full of talented people that evolves quickly and often. We set big goals, work tirelessly to achieve them, and we love our Pattern community. We also believe in having fun and balancing our lives, so we offer awesome benefits that include:
• - Unlimited PTO
• - Paid Holidays
• - Onsite Fitness Center
• - Company Paid Life Insurance
• - Casual Dress Code
• - Competitive Pay
• - Health, Vision, and Dental Insurance
• - 401(k) match. Pattern matches 100% of the first 3% in eligible compensation deferred and 50% of the next 2% in eligible compensation deferred.