Customer Support Continuous Improvement Specialist

Job Description

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 View email address on us.fitly.work.

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. 

What is a day in the life of a Customer Support Specialist?

• 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

What will I need to thrive in this role?

• 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

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 day-to-day customer service workflows

What does high performance look like?

• You follow SOPs precisely, and when something doesn’t work, you flag it instead of quietly working around it

• You give every customer and brand a timely, clear, and empathetic response

• You take full ownership of your tickets and tasks and follow through to resolution

• You seek out feedback, act on it quickly, and hold a high bar for your own work

• You notice patterns in tickets and proactively suggest fixes rather than waiting to be asked

• You are a dependable teammate who pitches in wherever the team needs support

What is my potential for career growth?

You will learn valuable skills in customer support operations, quality assurance, and process improvement, while building relationships with team members at HQ and HQ2 and other cross-functional teams at Pattern. We are passionate about developing our amazing talent and providing excellent opportunities for career growth within Pattern.

What does success look like in the first 30, 60, 90 days?

30 Days - you have completed onboarding and training. You are comfortable navigating Zendesk, Asana, all of the marketplaces, and our SOPs

60 Days - you are independently updating SOPs, contributing to QA audits, and building relationships with teammates and brand partners

90 Days - you are a reliable go-to on your team, spotting patterns in tickets and processes, and leading onboarding calls, creating training plans, managing the QA process, and improving processes across the board

What is the team like?

You will work alongside other Customer Support Account Leads and report to the Customer Development Manager. You will collaborate regularly with the CS Automations Lead, HQ2 Team Leads and Seniors, and the Brand Management team. This team is customer-obsessed and data-driven. You will collaborate regularly with members of your team to implement actionable solutions. Ideas and input are encouraged from all members.

Sounds great! What's the company culture?

We want individuals who are:

• Game Changers - A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.

• Data Fanatics - A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.

• Partner Obsessed - An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.

• Team of Doers - Someone who is a part of a team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

What is the hiring process?

• Initial phone interview with Pattern’s talent acquisition team

• Video interview with a CS Account Lead

• Onsite interview with the hiring manager

• Professional reference checks

• Executive review

• Offer

How can I stand out as an applicant?

• Be prepared to talk about a time you turned a frustrated customer into a happy one, with specific details

• Be ready to talk about how you can add value and be the best addition to the team

• Focus on mentioning how you would make a difference at Pattern

• Be prepared to talk about any process improvements or efficiencies you’ve driven in past roles

Why should I work at Pattern?

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.

Pattern provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.