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 and use your skills to push one of the fastest-growing companies in the US to the top of the list!

Pattern is the leader in global e-commerce and marketplace acceleration, headquartered in Utah's Silicon Slopes tech hub — with offices in Asia, Australia, Europe, and the Middle East. Hundreds of global brands — including Bosch, Nestlé, Stance, TUMI, and Panasonic — rely on the company’s e-commerce acceleration platform to grow their online sales on direct-to-consumer websites, online marketplaces, and other digital channels in more than 60 countries, all while managing fulfillment and logistics. Last valued at over $2 billion, Pattern has been named one of the fastest growing tech companies in North America by Deloitte and one of best-led companies in America by Inc. We place employee experience at the center of our business model and have been recognized as one of America's Most Loved Workplaces®.

We are looking for a Director of Customer Support to lead and scale our department functions alongside the growth at Pattern. Role responsibilities include guiding and mentoring your department leadership team, partnering with other business units to ensure alignment on service offerings and additional workflows, meeting all expected SLA and KPI metrics, and promoting innovation among all relevant functions. 

Frequently Asked Questions

What is a day in the life of a Director of Customer Support?

• Create and manage effective customer support procedures, policies, and standards

• Manage the approved budget of the customer support department

• Lead managers of the customer support teams

• Supervise day-to-day operations in the customer support department

• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis

• Maintain accurate records and document all customer support activities and discussions

• Assess support statistics and prepare detailed reports on your findings

• Stay informed on the latest industry techniques and methods

• Lead a team that act as liaisons between customer, manufacturer, and marketplaces

• Gather feedback from customers, analyze customer data and identify best practices

• Support multiple channels of business including direct to consumer, marketplace and retail operations

• Accommodate unique support needs based on a variety of business models within our portfolio of offerings. (Fuffilment, Marketplaces, Saas, D2C, Etc.)

What will I need to thrive in this role?

• Bachelor’s degree (in business or related is preferred)

• 5+ years of proven leadership experience, at least 2 years at a Director or similar level

• Experience managing an international Customer Support team

• Ability to oversee and improve the entirety of a customer journey and support lifecycle

• Experience managing CS third-party vendors and software implementation

• Computer proficient with MS Office products 

• Ecommerce background

• Effective social interaction, verbal and written communication and organizational skills 

• Ability to perform a variety of tasks efficiently

• Strong analytical skills, detail oriented, self-motivated and proactive

• High ethical standards and commitment to keep information confidential

• Excellent leadership and interpersonal skills

What does high performance look like?

• Exceeding planned improvements to SLA and KPI milestones

• True excellence across all functions from our India office CS functions

• Implementation of automation, reporting, etc. that creates additional value for Pattern

What is the team like?

Customer Support sits within the Brand Management organization and consists of Brand Management, Advertising, Product, Services, and Partner Experience. You will sit on the Partner Experience team and interface with the VP of Partner Experience, Expansions, Fulfillment, and SaaS teams daily. The team follows a hybrid work schedule with Monday, Wednesday, and Thursday in the office and Tuesday and Friday from home.

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?

• An initial phone interview with Pattern’s talent acquisition team

• A skills-focused video interview with the hiring manager

• An onsite interview with a few different stakeholders 

• Reference checks 

• Executive review

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 make a difference at Pattern

• Be prepared to talk about your leadership skills and how you have helped your teams with career development

Why should I work at Pattern?

Pattern offers big opportunities to make a difference in the eCommerce accelerator industry! We are a company full of talented industry experts that evolves quickly and often, we set big goals and work tirelessly to achieve them, and we love our Pattern family. 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. 

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