Customer Account Lead

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 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. With last year's revenue exceeding $1 Billion, Pattern has been named one of the fastest growing tech companies 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 Customer Account Lead to oversee the development of our phone/chat teams as well as the Amazon support team. You will manage ticket volume, handle escalations, track and report on all metrics, develop SOPs and training materials, and identify process improvements and automation opportunities. This is a full-time role and will work a hybrid schedule based in Lehi, UT.

• Phone/Chat Team: Monitor and report on key customer service metrics, ensuring all accounts are checked daily to prevent service-level agreement (SLA) breaches.
• Team Development & Management: Conduct quality audits, run team meetings, and perform 1:1s to provide coaching and guidance to team members.
• Amazon Account Oversight: Oversee Amazon support operations, ensuring high service quality, timely customer resolution, and driving performance across key metrics like First Reply Time and Full Resolution Time.
• Advanced Client Relationship Management: Elevate the service experience for both phone and Amazon customers by acting as the primary point of contact and proactively identifying risks that could impact satisfaction.
• Strategic Partnership & Leadership: Build strong relationships with key internal teams and lead by example in managing complex customer escalations with professionalism and efficiency.
• SOP & Training Leadership: Create and update standard operating procedures (SOPs) and training materials, setting quality standards and mentoring the team to ensure consistency.
• Process & Efficiency Innovation: Identify and implement workflow improvements and provide strategic recommendations to leadership based on the analysis of team metrics and output.

• Bachelors Degree
• Prior experience in phone support
• Familiarity with Zendesk, Asana, Slack, Google Sheets, AI Tools or similar software
• A valid passport is required to support international Amazon accounts
• Experience with Amazon Seller Central or ecommerce operations (preferred, not required)

• You follow through with all assignments in a timely manner
• 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 will work with the other Customer Account Leads and be supervised by the Customer Support Manager. This team is data-driven and results-oriented. You will collaborate regularly with members of your team to implement actionable solutions. Ideas and input are encouraged from all members.

• 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 partners’ 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.

• Initial phone interview with Pattern’s talent acquisition team
• Video interview with a panel of department peers
• Onsite interview with hiring manager
• Final interview with Director of Customer Support
• Professional reference checks
• Executive review
• Offer

• 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

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.