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Customer Support and Operations Specialist

2 months ago

Lehi, United States Pattern Full time

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 and use your skills to push one of the fastest-growing companies in the US to the top of the list

Pattern is the leader in global e-commerce and marketplace acceleration, headquartered in Utah's Silicon Slopes tech hub—with offices in Asia, Australia, Europe, and the Middle East. Hundreds of global brands — including Bosch, Nestlé, Stance, TUMI, and Panasonic — rely on the company’s e-commerce acceleration platform to grow their online sales on direct-to-consumer websites, online marketplaces, and other digital channels in more than 60 countries, all while managing fulfillment and logistics. With last year's revenue exceeding $1 Billion, Pattern has been named one of the fastest growing tech companies 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 are looking for a Customer Support & Operations Specialist to oversee the support of our clients directly while also focusing on internal operational improvements and support related data analysis.

We’re searching for someone with outstanding communication and time management skills. This role requires 2-3 years of experience in Customer Support, or another client facing role, and ideally an understanding of associated metrics and best practices. Someone who loves problem solving and improving processes would be an excellent fit for our team.

This is a full-time role on the Pattern Creators team (the influencer/social commerce division of Pattern), reporting to the Head of Client Operations.

This role will be working a hybrid schedule from our Lehi, UT office. Frequently Asked Questions

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

Respond promptly to customer inquiries in a professional and empathetic manner

Identify and troubleshoot customer issues

Collaborate with cross-functional teams to resolve complex issues

Assist in development and implementation of support processes to improve efficiency and customer satisfaction

Proactively identify areas for improvement in internal systems with recommended solutions

Help maintain internal documentation and knowledge base to ensure all team members have access to relevant information

Monitor KPIs to ensure we are offering world class support experience to our clients

Perform regular data analysis on the success of our self-serve client base to suggest improvements to customer experience

What will I need to thrive in this role

Bachelor’s degree or equivalent experience

2-3 years of customer service or equivalent experience communicating directly with customers, and a track record of success in the role

Excellent communication skills - both written and verbal

Strong problem-solving abilities and attention to detail

Experience with CRM software, helpdesk systems, and Excel/Google Sheets

Familiarity with internal support operations and process improvement techniques

Preferred Qualifications, Capabilities, And Skills

Understanding of common support metrics such as CSAT, First Response Time & First Resolution Time, and experience with working to improve those metrics

Extreme organization with excellent documentation to track results and progress

Comfort navigating difficult conversations with escalated clients

Ability to balance external customer work with internal project work

Comfort analyzing data and identifying trends

What does high performance look like?

Customer Satisfaction: aim to consistently receive positive feedback from customers regarding the quality and effectiveness of support provided

Accuracy and Quality: Minimize errors and rework. Interactions with customers reflect a deep understanding of our products and services

Proactivity: Act quickly and get ahead of issues whenever possible. We encourage a culture of ownership and love to see people take ownership over improvements and creative ideas

Continuous Learning: High-performing specialists demonstrate a commitment to ongoing learning and development, staying up to date on product knowledge, industry trends, and best practices in support and operations

What is the team like?

You will work with other members of the Pattern Creators Operations team and report to the Head of Client Operations. You will be the first Support specific hire on our growing Operations team, and will primarily service a new tier of clients that we will begin supporting this year as we release a new product

Sounds great What’s the company culture?

We are looking for 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. The prioritize the needs of their 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?

An initial phone interview with Pattern’s talent acquisition team

A skills-focused and performance interview with the hiring manager

A behavioral interview with a Pattern Creators’ Client Success Manager

A background focused interview with Pattern Creators’ VP of Creator Product and Strategy

Reference checks

Executive review

How can I stand out as an applicant?

Come prepared with data to demonstrate your ability to provide top-notch support and complete complex projects.

Demonstrate your ability to work collaboratively in a team environment and with your cross-functional partners.

Be ready to explain an issue that you identified and what you did to improve the situation. What were the results of these changes?

Understand Pattern’s mission, values, and culture—and demonstrate how you embody these in your work.

Why should I work at Pattern?

Pattern offers big opportunities to make a difference in the ecommerce accelerator industry We are a company full of talented industry experts that evolves quickly and often. We set big goals and work tirelessly to achieve them, and we love our Pattern family. 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)

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. Pattern is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr