Customer Support Operations Specialist

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. If you enjoy fixing broken workflows, spotting patterns in ticket data, and helping a team work better, this is your opportunity to drive meaningful impact!

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

• 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.

What will I need to thrive in this role?

• 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.

What does high performance look like?

• Assigned tickets are resolved accurately and on time, with strong CSAT and SLA adherence.
• Core CS teammates know they can come to you for answers, and common questions get answered once in documentation instead of many times in chat.
• Core support metrics (FRT, resolution time, handle time, CSAT, SLA adherence) improve consistently.
• Process improvements are backed by data, shipped, and measured, with fewer manual steps and fewer repeat contacts as the result.
• SOPs, macros, and knowledge base content are accurate, up to date, and actively used by the team.
• Bugs and requests reach Technical Support, Product, and Engineering with clear details that need no follow-up questions.
• The broader support team operates more effectively because of the workflows and guidance you create.

What is my potential for career growth?

• Build deep knowledge of Pattern's Pi platform, support tooling, and the core business processes behind the customer experience.
• Gain visibility with Customer Support leadership and cross-functional partners in Technical Support, Ecommerce, Product, and Engineering.
• Own process improvement projects from idea to measured result, building a track record in support operations.
• Advance into Senior Support Operations, Technical Support, Support Enablement and Training, or Customer Support leadership roles within Pattern.

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

• First 30 Days: Learn Pattern's Pi and SaaS platforms, support tools, and core CS workflows. Take on a ticket queue, meet your core CS teammates, and start documenting questions and friction points you notice.
• First 60 Days: Handle tickets independently and become a go-to resource for core CS questions. Identify recurring issues and process gaps, use data to size them, and update key SOPs and knowledge base articles.
• First 90 Days: Lead at least one process improvement from proposal to rollout, with a measured effect on core support metrics (FRT, resolution time, CSAT, SLA adherence). Establish standardized playbooks and enablement content that reduce repeat questions and ticket volume.

What is the team like?

This role reports to the Associate Director of Customer Support. You will work closely with Customer Support Specialists and Technical Support Specialists, and with other departments including Ecommerce, Product, and Engineering. This position is mentored by the Director of Customer Support.

What is the hiring process?

• Phone Interview
• Video Interview
• Onsite Panel Interview
• Reference Checks
• Executive Review
• Offer

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.