Support Account Lead

Role Overview

• 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.

Benefits

• Unlimited PTO
• Paid Holidays
• Onsite Fitness Center
• Company Paid Life Insurance
• Casual Dress Code
• Competitive Pay
• Health, Vision, and Dental Insurance
• 401(k) match