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Lehi, Utah, United States
Hybrid
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.
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
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
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
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.
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
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.
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.
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
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
