Customer Support Team Lead

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What Youll Do:

As the Customer Support Team Lead, youll be responsible for developing and mentoring a high-performing team that supports Patterns global customers and brand partners. Youll work closely with US-based management, collaborate cross-functionally, and help scale new initiatives across support operations.

Key Responsibilities:

• Team Leadership & Development
• Lead, coach, and support a team of Customer Support Professionals.
• Conduct regular 1:1s, performance check-ins, and feedback sessions.
• Support team career growth and skill development through mentorship and training.
• Operational Oversight
• Ensure daily operations run smoothly and customer inquiries are resolved accurately and promptly.
• Manage team scheduling, capacity planning, and work allocation.
• Monitor SLAs and KPIs; report performance metrics to US-based leadership.
• Strategic Collaboration
• Work closely with US-based managers and cross-functional teams to align on goals, share feedback, and implement process improvements.
• Partner with the Customer Improvement Specialist (CIS) to refine workflows, create SOPs, and improve knowledge base content.
• Represent the India support team in brand or marketplace meetings when needed.
• Initiatives & Innovation Drive adoption of new tools and processes.
• Lead or support rollouts of new initiatives, product launches, or training programs.
• Champion the use of data to guide decisions and track improvements.

What Youll Need to Thrive:

• 3+ years of experience in customer support or e-commerce, including at least 1 year in a team lead or supervisory role.
• Strong communication skills, both written and verbal, especially in working cross-regionally.
• Experience using Zendesk or similar ticketing platforms.
• Familiarity with e-commerce platforms such as Amazon Seller Central or Shopify preferred.
• Comfort working in fast-paced, data-driven environments.
• High attention to detail, strong organizational skills, and a proactive mindset.
• Leadership that balances accountability with empathy and team growth.

What High Performance Looks Like:

• You lead with empathy, clarity, and confidence.
• You drive results and inspire others to follow.
• You advocate for your team while aligning with broader company goals.
• You bring thoughtful solutions, act quickly, and follow through to completion.
• You cultivate a culture of excellence, transparency, and continuous learning.

Pattern is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.