Support Account Lead

Pattern • Lehi, UT

1d • Hybrid

About The Position

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 46 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, Walmart.com , Target.com , eBay, Tmall, TikTok Shop, JD, and Mercado Libre. To learn more, visit pattern.com or email [email protected] . 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®. We need a Support Lead to own and scale the support function for Pattern PXM, Pattern’s AI-enabled PIM/DAM SaaS platform. This individual will serve as the central point of contact for internal stakeholders and enterprise clients, ensuring timely issue resolution, operational excellence, and continuous process improvement. This role is highly cross-functional, partnering closely with Customer Success, Product, and Engineering to deliver a high-quality support experience while improving workflows and performance metrics across the organization. This is a full-time role and will work a hybrid schedule based in Lehi, Utah.

Requirements

• 0-2 years of support experience
• Bachelors degree
• Experience supporting a SaaS platform in a customer-facing or technical support capacity.
• Experience with Intercom and APIs
• Strong proficiency in leveraging AI tools for troubleshooting, workflow optimization, documentation, and operational efficiency.
• Demonstrated experience managing or training a support team.
• Strong analytical mindset with the ability to optimize workflows and improve KPIs.
• Excellent written and verbal communication skills, with the ability to interface with both technical and non-technical stakeholders.
• Ability to operate effectively in a fast-paced, cross-functional environment.

Responsibilities

• Support Operations & Ticket Management Serve as the primary support lead for Pattern PXM, acting as the central point of contact for internal teams and external partners.
• Own and manage the end-to-end SaaS support operation, ensuring timely responses and efficient resolution of customer and internal inquiries.
• Support Customer Success Managers and clients directly with bug reports, technical issues, and general support tickets.
• Oversee, triage, and prioritize the support queue to maintain SLA adherence and ensure high customer satisfaction.
• Identify, reproduce, and clearly document product bugs; collaborate cross-functionally with Product and Engineering to drive timely resolution
• Team Leadership & Development Lead, mentor, and train a team of support members to effectively handle inbound requests, escalations, and technical troubleshooting.
• Establish structured onboarding and continuous training programs to elevate critical thinking, technical acumen, and communication skills.
• Implement AI-assisted problem-solving approaches and standardized processes to increase team efficiency and scalability.
• Process Optimization & KPI Improvement Develop, document, and optimize support workflows to improve response times, resolution rates, and overall customer experience.
• Analyze support metrics and KPIs (e.g., time-to-first-response, time-to-resolution, backlog volume, CSAT) to identify bottlenecks and improvement opportunities.
• Drive operational initiatives to improve key performance indicators across support and cross-functional workflows.
• Build scalable documentation and automation to reduce manual effort and improve consistency.
• Cross-Functional Collaboration Partner with the Director of Customer Success and Customer Success Managers to ensure client needs are met effectively and proactively.
• Provide structured feedback loops to Product and Engineering, contributing to continuous product improvement.
• Contribute to cross-functional initiatives that enhance internal processes and customer-facing outcomes.

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