Customer Support Operations Specialist

Pattern•Lehi, UT

22h

About The Position

Pattern is an ecommerce acceleration company that uses proprietary technology, AI, machine learning, and data to help global brands grow across ecommerce marketplaces. The Customer Support Operations Specialist resolves Pi and SaaS support tickets while supporting the core Customer Support team and improving its workflows. The role combines hands-on ticket resolution with operational support, documentation, data analysis, and process improvement. The specialist handles assigned support tickets within SLA, answers teammates’ process and tooling questions, assists with escalations and overflow, and identifies and implements improvements to support workflows. The position also maintains SOPs, macros, and knowledge base content; monitors support performance and backlog trends; routes bugs and platform requests to relevant teams; and uses AI and automation to reduce manual work. The role reports to the Associate Director of Customer Support, is mentored by the Director of Customer Support, and works closely with Customer Support and Technical Support Specialists, as well as Ecommerce, Product, and Engineering. Career development may include building expertise in Pattern’s Pi platform, support tooling, and customer-facing processes; leading support operations improvements; and progressing into Senior Support Operations, Technical Support, Support Enablement and Training, or Customer Support leadership roles. Success in the first 90 days includes learning the platforms and workflows, independently handling tickets, improving documentation, and leading a measured process improvement.

Requirements

Bachelor’s degree or equivalent experience.
At least 1 year 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 focus on identifying root causes.
Hands-on familiarity with ticketing and tracking tools such as Zendesk, ClickUp, and Asana.
Comfort using spreadsheets, dashboards, or similar tools to identify patterns and measure the effects of changes.
Clear written communication and the ability to turn complex or unclear processes into simple documentation.
Curiosity about AI tools and automation for improving workflow efficiency.
Collaborative approach and ability to support teammates across shifts and teams.

Responsibilities

Resolve assigned Pi and SaaS support tickets accurately and within SLA.
Support the core Customer Support team by answering process and tooling questions, assisting with escalations, and covering overflow during volume spikes.
Identify bottlenecks and repetitive work in routing, tagging, macros, handoffs, and reporting; propose, test, and roll out process improvements.
Build, maintain, and standardize SOPs, macros, and knowledge base articles.
Track support metrics, including first response time (FRT), resolution time, handle time, CSAT, SLA adherence, and backlog health; flag trends to leadership.
Route bugs and platform requests to Technical Support, Product, Engineering, and Ecommerce with clear and complete details.
Use AI tools and automation to reduce manual work and help teammates improve workflow efficiency.
Document questions and workflow friction, use data to assess recurring issues, and update relevant guidance.
Lead process improvements from proposal through rollout and measure their effects on support metrics.

Benefits

Unlimited PTO
Paid holidays
Onsite fitness center
Company-paid life insurance
Casual dress code
Competitive pay
Health insurance
Vision insurance
Dental insurance
401(k) match: 100% of the first 3% in eligible compensation deferred and 50% of the next 2% in eligible compensation deferred