The Role
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®.
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.
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 companyRespond to consumer-facing questions that help positively impact buyer behavior on Amazon.
- Help customers through their whole journey to resolutionManage 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 productsStrong 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.
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
- Zoom interview with Account Leads
- Onsite Interview with three Leaders
- 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
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:
- Accrued 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.
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The Company
What We Do
Tackling a global health threat like antimicrobial resistance is not for the faint of heart, but the experienced and innovative team at Pattern Bioscience is on a mission to do it. Each year, drug-resistant bacterial infections claim more than a million lives globally and cost our healthcare system billions of dollars. Traditional diagnostic methods for bacterial infections remain rooted in slow, cumbersome, decades-old technology that contributes to sub-optimal treatment and the misuse of broad-spectrum antibiotics. The Pattern system is different. We’re developing the world’s only culture-free, rapid diagnostic technology that will reduce the time needed for pathogen identification (ID) and antibiotic susceptibility test (AST) results from days to hours. Our technology combines single-cell analysis of microorganisms with machine learning tools to deliver fast, clinically actionable information. The result? Patients get the right treatment faster, to save lives, prevent side effects and reduce healthcare costs.
