Customer Support Specialist

Job Description:

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 in the US to the top of the list. 

Pattern is the premier partner for global e-commerce acceleration and is headquartered in Utah's Silicon Slopes tech hub-with offices in Asia, Australia, Europe, the Middle East, and North America. Valued at $2 billion, Pattern has been named one of the fastest-growing tech companies in North America by Deloitte and one of the best-led companies in America by Inc. More than 100 global brands-like Nestle, Sylvania, Kong, Panasonic, and Sorel -rely on Pattern's global e-commerce acceleration platform to scale their business around the world. We place employee experience at the center of our business model and have been recognized as one of America's Most Loved Workplaces®.

We need a Customer Support Professional to manage our day-to-day administrative and organizational tasks and be there for any inquiries our customers might have in a friendly and timely manner. This is a full-time role and will work a hybrid schedule.

Frequently Asked Questions

What does a day in the life of a Customer Support Specialist look like?

• Planning and executing day-to-day administrative and operational tasks

• Collaborating with team members on various tasks and projects

• Daily correspondence with customers through Zendesk 

• Resolving customer issues and inquiries in a timely and organized manner

• Creating reports regarding monthly job-related activities 

What will I need to thrive in this role?

• Proficiency in both spoken and written English communication is required

• The ability to empathize, actively listen, and communicate clearly with customers and maintain a high level of customer satisfaction and a positive customer experience

• Experience working in seller central platforms such as Amazon and Shopify is preferred

• Experience working in a ticketing system like Zendesk is highly desirable

• Experience working with AI tools related to the customer experience is highly desirable

• Proficiency in Google Sheets/Excel 

• Proficiency in time management, great attention to detail, and strong organizational skills

What does high performance look like?

• You communicate clearly and effectively

• You are confident at speaking up, asking questions, and offering alternative solutions when necessary

• You are proactive and look for opportunities to assist the team and customers

• You follow through with all assignments on time

• You give 100% to all tasks and projects you are given

• You will take full ownership of your projects and follow through to completion

• You can work with a small, high-performing, autonomous, and fast-paced team

What is my potential for career growth?

Being a member of a team that provides service to brand partners, customers, and marketplaces provides the opportunity for fast professional growth. Fast-growing brand partners and marketplaces are great environments to fortify your knowledge in the field of e-commerce and learn new techniques and technologies that will help you grow professionally.

What is the team like?

You will work with the other Customer Support Professional and be supervised by a Senior Team Lead. The team is data-driven and results-oriented. You will collaborate regularly with members of your team to implement actionable solutions. Ideas and inputs are encouraged by all members.

Sounds great! What's the company culture?

We are looking for individuals who are:

• Game Changers - A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern's processes and outcomes.

• Data Fanatics - A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions and continues to track the effects of the solutions using data.

• Partner Obsessed - An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner's expectations, delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.

• Team of Doers - Someone who is a part of a team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

What is the hiring process?

• Initial phone interview with Pattern's talent acquisition team

• Zoom interview with the department hiring managers and team leads

• Interview with the team in India 

• Professional reference checks

• Executive review

• Offer

How can I stand out as an applicant?

• Be prepared to talk about professional accomplishments with specific data to quantify examples

• Be ready to talk about how you can add value and be the best addition to the team

• Focus on mentioning how you would be partner-obsessed at Pattern

• Be prepared to talk about any side projects related to data and analytics

Pattern is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.