Support Operations Specialist — Data-Driven Process Optimizer

Pattern; Lehi (UT); Vor Ort; USD 52.000 - 78.000; Vollzeit

Benefits dieser Stelle

Unlimited PTO

Paid Holidays

Onsite Fitness Center

Company Paid Life Insurance

Casual Dress Code

Competitive Pay

Health, Vision, and Dental Insurance

401(k) match

Zusammenfassung

Pattern is seeking a Customer Support Operations Specialist to join our growing team in Utah. You will manage a queue of SaaS support tickets, help the core CS team with process and tooling questions, and drive improvements to workflows, SOPs, and knowledge bases.

This is a hands-on role focused on making our support operations faster, cleaner, and more scalable. You will use data to identify bottlenecks, track metrics, and partner withTechnical Support, Product, and Engineering to resolve

Qualifikationen

• 1+ years in SaaS or customer support operations.
• Strong troubleshooting and root-cause analysis.
• Experience with ticketing tools and data analysis.
• Clear written communication.

Aufgaben

• Handle assigned SaaS support tickets and resolve issues within SLA.
• Support the core CS team by answering process and tooling questions and covering escalations.
• Identify bottlenecks in core support processes and propose, test, and roll out improvements.
• Build, maintain, and standardize SOPs, macros, and knowledge base articles.

Kenntnisse

Zendesk

Ticketing

Data analysis

Communication

Ausbildung

Bachelor’s degree or equivalent experience

Tools

ClickUp

Asana

Excel

Jobbeschreibung

Pattern is seeking a Customer Support Operations Specialist to join our growing team in Utah. You will manage a queue of SaaS support tickets, help the core CS team with process and tooling questions, and drive improvements to workflows, SOPs, and knowledge bases.

This is a hands-on role focused on making our support operations faster, cleaner, and more scalable. You will use data to identify bottlenecks, track metrics, and partner withTechnical Support, Product, and Engineering to resolve