Customer Success Specialist

What does a day in the life of a Customer Support Specialist look like?
Planning and executing day-to-day administrative and operational tasks

Collaborating with team members on various tasks and projects

Daily correspondence with customers through Zendesk

Resolving customer issues and inquiries in a timely and organized manner

Creating reports regarding monthly job-related activities

What will I need to thrive in this role?
Proficiency in both spoken and written English communication is required

The ability to empathize, actively listen, and communicate clearly with customers and maintain a high level of customer satisfaction and a positive customer experience

Experience working in seller central platforms such as Amazon and Shopify is preferred

Experience working in a ticketing system like Zendesk is highly desirable

Experience working with AI tools related to the customer experience is highly desirable

Proficiency in Google Sheets/Excel

Proficiency in time management, great attention to detail, and strong organizational skills

What does high performance look like?
You communicate clearly and effectively

You are confident at speaking up, asking questions, and offering alternative solutions when necessary

You are proactive and look for opportunities to assist the team and customers

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

You can work with a small, high-performing, autonomous, and fast-paced team

What is my potential for career growth?

Being a member of a team that provides service to brand partners, customers, and marketplaces provides the opportunity for fast professional growth. Fast-growing brand partners and marketplaces are great environments to fortify your knowledge in the field of e-commerce and learn new techniques and technologies that will help you grow professionally.

What is the team like?

You will work with the other Customer Support Professional and be supervised by a Senior Team Lead. The team is data-driven and results-oriented. You will collaborate regularly with members of your team to implement actionable solutions. Ideas and inputs are encouraged by all members.

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, 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 the department hiring managers and team leads

Interview with the team in India