Phone Customer Support Professional

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 Ecommerce 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 best-led companies in America by Inc. More than 100 global brands—like Nestle, Sylvania, Kong, Panasonic, Sorel, and Pandora—rely on Pattern's global Ecommerce 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®.

As a Phone Customer Support Professional, you will primarily provide support through phone calls and chat interactions, assisting customers and collaborating with your team while working across systems like Amazon, Zendesk, and Shopify. Our elite teams at HQ and overseas supports over 50,000 products across major Ecommerce platforms.  We are dedicated to our work and try to create awesome moments along the way. This is a great opportunity to learn more about Ecommerce and the accelerator business as a whole.

Frequently Asked Questions

What is a day in the life of a Phone Customer Support Professional?

• Act as a liaison between customer, manufacturer, and Ecommerce platforms including Amazon, Walmart, Shopify, and others in US and global marketplaces

• Manage multiple brand interactions across all marketplaces through phone calls, chats, and emails

• Represent a primary brand partner and provide support for our mutual customers.

• Identify trends and opportunities that need to be addressed throughout the company

• Respond to consumer-facing questions that help positively impact buyer behavior on Amazon

• Help customers through their whole journey to resolution

• Manage customer refunds  

• Partner with your manager to take on new tasks and projects as our team continues to expand what we offer to our stakeholders

What do I need to thrive in this role?

• Bachelor’s degree preferred, but not required

• 1 year of customer service experience

• Effective social interaction, verbal and written communication, organizational skills, and the ability to perform a variety of tasks efficiently

• Working knowledge of Ecommerce platforms (Shopify, and Zendesk are helpful, but not required)

• Type 40+ WPM

• Computer proficient with MS Office products

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

What does high performance look like?

• You follow through with all assignments in a timely manner

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

• You actively comment and participate in group collaborations

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

What is the team like?

• You will report to the Customer Care Team Manager and the Director of Customer Care. This team is fast-paced, data-driven and results-oriented. You will collaborate regularly with members of your team and work across departments with other senior level colleagues to implement actionable solutions. We hold ourselves to a high standard and ensure we have all the tools at our disposal to succeed.

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

• An onsite interview with Hiring Manager

• Video Interview with the Director of Customer Care

• 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 role play your support skills with the hiring manager and director.

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

• 5 hours of PTO accrued every pay period (bi-weekly)

• Paid Holidays

• Equity in the company

• Onsite Fitness Center

• Company Paid Life Insurance

• Casual Dress Code

• Competitive Pay

• Health, Vision, and Dental Insurance

• 401(k)

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