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 headquartered in the US to the top of the list.

Pattern accelerates brands on global ecommerce marketplaces leveraging proprietary technology and AI. Utilizing more than 46 trillion data points, sophisticated machine learning and AI models, Pattern optimizes and automates all levers of ecommerce growth for global brands, including advertising, content management, logistics and fulfillment, pricing, forecasting and customer service. Hundreds of global brands depend on Pattern's ecommerce acceleration platform every day to drive profitable revenue growth across 60+ global marketplaces-including Amazon, Walmart.com, Target.com, eBay, Tmall, TikTok Shop, JD, and Mercado Libre. To learn more, visit pattern.com or email press@pattern.com.

Pattern has been named one of the fastest growing tech companies headquartered 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.

What is a day in the life of a Customer Account Lead?

• 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.

What will I need to thrive in this role?

What does high performance look like?

What is the team like?

What's the company culture? We are looking for individuals who are :

What is the hiring process?

How can I stand out as an applicant?

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 :

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.