Customer Support Continuous Improvement Specialist

Pattern • Lehi, UT

16d • Hybrid

About The Position

Pattern is seeking a Customer Support Continuous Improvement Specialist to drive operational excellence within the Customer Support organization. This role focuses on identifying inefficiencies, championing process improvements, and fostering a culture of continuous, customer-obsessed problem-solving. The specialist will work at the intersection of frontline CS operations, automation initiatives, and cross-functional stakeholders to achieve measurable gains in customer satisfaction, team efficiency, and business performance. This is a full-time position with a hybrid work schedule (three days in office, two days remote) based in Lehi, Utah.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

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. Pattern matches 100% of the first 3% in eligible compensation deferred and 50% of the next 2% in eligible compensation deferred.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level