Customer Support Operations Specialist

Pattern • Lehi, UT

8d

About The Position

As a Customer Support Operations Specialist at Pattern, you will resolve Pi and SaaS support tickets while supporting the core Customer Support team and improving how it works. This hands-on role involves troubleshooting customer and partner issues, helping teammates with process and tooling questions, assisting with escalations and overflow, and making core support processes faster, cleaner, and more scalable. You will use ticket data and support metrics to identify bottlenecks, recommend and implement improvements, and help reduce manual work through AI tools and automation.

The role works closely with Customer Support Specialists, Technical Support Specialists, and partners in Ecommerce, Product, and Engineering. It reports to the Associate Director of Customer Support and is mentored by the Director of Customer Support. The position offers opportunities to own process improvement projects and build experience in Pattern’s Pi platform, support tooling, and customer support operations.

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 working with data in spreadsheets, dashboards, or similar tools to identify patterns and measure the effects of changes.
• Clear written communication skills, including the ability to turn a messy process into simple documentation.
• Curiosity about AI tools and automation for workflow efficiency.
• Collaborative mindset and ability to support teammates across shifts and teams.

Responsibilities

• Work an assigned queue of SaaS support tickets and resolve customer and partner issues within SLA.
• Answer process and tooling questions from the core Customer Support team, help with escalations, and cover overflow when ticket volume increases.
• Identify bottlenecks and repetitive work in support processes such as routing, tagging, macros, handoffs, and reporting; propose, test, and roll out improvements.
• Build, maintain, and standardize SOPs, macros, and knowledge base articles.
• Track support metrics, including 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 reduce manual work and help teammates do the same.

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

What This Job Offers

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