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.
What is a day in the life of a Support Lead?
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.
What will I need to thrive in this role?
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.
What does success look like in the first 30, 60, 90 days?
Phase 1: Days 1-30 | Foundational Learning and Operational Immersion
The first 30 days are focused on deep immersion into the platform, our operations, and the team.
Key Objectives:
Platform & Product Mastery: Complete onboarding and hands-on training to understand the core functionality and architecture of the Pattern PXM PIM/DAM SaaS platform.
Operational & Process Review: Master our end-to-end SaaS support operation, including all established workflows, documentation, and tools (e.g., Intercom).
Team & Stakeholder Introduction: Meet and begin establishing working relationships with key cross-functional partners in Customer Success, Product, and Engineering.
Support Engagement: Start actively engaging in the support queue.
Key Expectations & Deliverables:
Learning & Training: Complete all introductory training on the Pattern PXM platform, including common use cases, setup, and troubleshooting.
Process Acumen: Demonstrate a clear understanding of the support queue management, triage, and prioritization process (maintaining SLA adherence).
Metric Understanding: Identify and learn to track key support KPIs (e.g., time-to-first-response, time-to-resolution, CSAT, backlog volume).
Ticket Management: Begin taking and resolving entry-level to moderate support tickets, focusing on general inquiries and initial bug identification/documentation.
Team Integration: Conduct 1:1 meetings with all support team members and key cross-functional partners.
Phase 2: Days 31-60 | Process Deep Dive and Ownership Transition
In the second 30 days, your focus shifts to deeper technical and process analysis, preparing you to fully own the support operation.
Key Objectives:
Advanced Technical Review: Move into more complex technical tasks, including reviewing our AI tools and APIs to understand technical integrations and advanced troubleshooting.
Dashboard & KPI Ownership: Take ownership of support dashboards and lead the analysis of performance metrics.
Training & Mentoring Foundations: Begin preparing for your leadership responsibilities by assessing current team skills and training needs.
Key Expectations & Deliverables:
Complex Issue Resolution: Proactively take ownership of more complex and escalated support tickets, directly supporting Customer Success Managers and enterprise clients with technical issues and bug reports.
AI/API Review: Complete a review of how we leverage AI tools for problem-solving, documentation, and operational efficiency, and understand how our APIs relate to support issues.
Dashboard Ownership: Be responsible for the accuracy and reporting of the support metrics and dashboards, identifying initial trends and bottlenecks.
Process Improvement Identification: Identify and document 2-3 specific bottlenecks or opportunities for workflow optimization within the current support operations.
Content Contribution: Contribute to scalable documentation and automation efforts to reduce manual effort.
Phase 3: Days 61-90 | Operational Leadership and Strategic Planning
By the end of the first 90 days, you are expected to be the established Support Lead, fully owning the function and driving operational initiatives.
Key Objectives:
Establishment as Lead: Officially take over the primary support lead function, becoming the central point of contact for all internal and external partners.
Process Ownership & Optimization: Fully implement and manage all support workflows, driving initiatives to improve key performance indicators (KPIs).
Team Leadership & Development: Take the lead in mentoring and training the support team, establishing consistent programs.
Key Expectations & Deliverables:
Full Process Ownership: Assume ownership of all end-to-end SaaS support processes, including the final say on triage, prioritization, and SLA adherence strategy.
KPI Improvement Initiatives: Launch and champion 1-2 operational initiatives (based on your Day 31-60 findings) aimed at improving response times, resolution rates, or CSAT.
Reporting: Regularly provide structured reports on support metrics and performance to the Director of Customer Success and other stakeholders.
Team Leadership: Lead, mentor, and train the support team, including establishing an initial structured onboarding or continuous training session.
Cross-Functional Feedback: Formalize a structured feedback loop with Product and Engineering based on ticket data to contribute to continuous product improvement
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, and 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
Video interview with a hiring manager
Video interview with a peer
Live Assessment and onsite interview with a department leader
Reference checks
Executive review
Offer
How can I stand out as an applicant?
Discuss professional accomplishments with specific data to quantify examples
Provide insights on how you can add value and be the best addition to the team
Focus on mentioning how you would be partner obsessed at Pattern
Share experience on any side projects related to data and analytics
Additional Information
Why should I work at Pattern?
Pattern offers big opportunities to make a difference in the ecommerce industry! We are a company full of talented people that evolves quickly and often. We set big goals, work tirelessly to achieve them, and we love our Pattern community. We also believe in having fun and balancing our lives, so we offer awesome benefits that include:
- 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.
Pattern provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Diese Cookies sind für das Funktionieren der Website erforderlich und können in unseren Systemen nicht abgeschaltet werden. Sie können Ihren Browser so einstellen, dass er diese Cookies blockiert, aber dann könnten einige Teile der Website nicht funktionieren.
Sicherheit
Benutzererfahrung
Zielgruppenorientierte Cookies
Diese Cookies werden über unsere Website von unseren Werbepartnern gesetzt. Sie können von diesen Unternehmen verwendet werden, um ein Profil Ihrer Interessen zu erstellen und Ihnen an anderer Stelle relevante Werbung zu zeigen.
Google Analytics
Google Ads
Wir benutzen Cookies
🍪
Unsere Website verwendet Cookies und ähnliche Technologien, um Inhalte zu personalisieren, das Nutzererlebnis zu optimieren und Werbung zu indvidualisieren und auszuwerten. Indem Sie auf Okay klicken oder eine Option in den Cookie-Einstellungen aktivieren, stimmen Sie dem zu.
Die besten Remote-Jobs per E-Mail
Schliess dich über 5'000+ Personen an, die wöchentlich Benachrichtigungen über Remote-Jobs erhalten!
