Description
As a Customer Support Operations Specialist at Pattern, you will resolve Pi and SaaS support tickets while also supporting our core Customer Support team and improving how that team works.
You will be a hands-on problem solver who handles tickets, answers process and tooling questions for teammates, and finds ways to make our core business processes faster, cleaner, and more scalable.
Responsibilities
- Work an assigned queue of SaaS support tickets, resolving customer and partner issues within SLA.
- Support the core CS team by answering process and tooling questions, helping with escalations, and covering overflow when volume spikes.
- Spot bottlenecks and repetitive work in core support processes (routing, tagging, macros, handoffs, reporting) and propose, test, and roll out improvements.
- Build, maintain, and standardize SOPs, macros, and knowledge base articles so answers are consistent and easy to find.
- Track core support metrics (FRT, resolution time, handle time, CSAT, SLA adherence) and backlog health, and flag trends to leadership.
- Route bugs and platform requests to Technical Support, Product, Engineering, and Ecommerce with clear, complete details.
- Use AI tools and automation to cut manual work and help teammates do the same.
Requirements
- Bachelor’s degree or equivalent experience.
- 1+ years of experience in customer support, SaaS support, or a similar operations role (motivated candidates earlier in their careers are encouraged to apply).
- Strong troubleshooting and problem-solving skills, with a habit of finding the root cause rather than just closing the ticket.
- 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 the effect of changes.
- Clear written communication, including the ability to turn a messy process into simple documentation.
- Curiosity about AI tools and automation for workflow efficiency.
- A collaborative mindset and the ability to support teammates across shifts and teams.
Benefits
- Unlimited PTO
- Paid Holidays
- Onsite Fitness Center
- Company Paid Life Insurance
- Casual Dress Code
- Competitive Pay
- Health, Vision, and Dental Insurance
- 401(k) match