Customer Support Operations Specialist

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, , , eBay, Tmall, Tik Tok Shop, JD, and Mercado Libre.

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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®.

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!

• 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.

• 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, Click Up, 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.

• 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…