Serve as the primary support lead for Pattern PXM, acting as the central point of contact for internal teams and external partners.
Own and manage the end-to-end SaaS support operation, ensuring timely responses and efficient resolution of customer and internal inquiries.
Support Customer Success Managers and clients directly with bug reports, technical issues, and general support tickets.
Oversee, triage, and prioritize the support queue to maintain SLA adherence and ensure high customer satisfaction.
Identify, reproduce, and clearly document product bugs; collaborate cross-functionally with Product and Engineering to drive timely resolution.
Lead, mentor, and train a team of support members to effectively handle inbound requests, escalations, and technical troubleshooting.
Establish structured onboarding and continuous training programs to elevate critical thinking, technical acumen, and communication skills.
Implement AI-assisted problem-solving approaches and standardized processes to increase team efficiency and scalability.
Develop, document, and optimize support workflows to improve response times, resolution rates, and overall customer experience.
Analyze support metrics and KPIs (e.g., time-to-first-response, time-to-resolution, backlog volume, CSAT) to identify bottlenecks and improvement opportunities.
Drive operational initiatives to improve key performance indicators across support and cross-functional workflows.
Build scalable documentation and automation to reduce manual effort and improve consistency.
Partner with the Director of Customer Success and Customer Success Managers to ensure client needs are met effectively and proactively.
Requirements
0-2 years of support experience
Bachelors degree
Experience supporting a SaaS platform in a customer-facing or technical support capacity.
Experience with Intercom and APIs
Strong proficiency in leveraging AI tools for troubleshooting, workflow optimization, documentation, and operational efficiency.
Demonstrated experience managing or training a support team.
Strong analytical mindset with the ability to optimize workflows and improve KPIs.
Excellent written and verbal communication skills, with the ability to interface with both technical and non-technical stakeholders.
Ability to operate effectively in a fast-paced, cross-functional environment.