At Pattern Brands, we live to curate products that turn everyday routines into joyful rituals. 

Pattern is a family of home brands with a shared mission to enjoy daily life. Since its launch in 2019, Pattern has developed and brought to market two thoughtfully made, design-forward, home-centric brands: Open Spaces and Equal Parts, and it has acquired GIR, Letterfolk, Poketo, YIELD, Onsen, and Miracle. 

The team behind Pattern Brands formerly founded Gin Lane, a brand agency that built dozens of direct-to-consumer brands and digital experiences across industries for over a decade.

Pattern Brands LLC

About the Role

At Pattern Brands, we live to curate products that turn everyday routines into joyful rituals. We’re a fast-growing portfolio of home brands, and we’re looking for a detail-oriented Team Lead to manage our relationship with our outsourced Customer Experience (CX) agency and designated team of agents.

In this role, you will help shape customers’ overall experience with our brand. The ideal candidate stays calm under pressure, takes ownership of issues, and is committed to delivering excellent service. This role serves as a key cross-functional partner, ensuring that customer insights drive meaningful improvements across technology, marketing, product, and design.

The CX Team Lead reports to the VP of Operations. This is a fully remote role for up to 40 hours per week, Monday through Friday, to be completed during EST hours.

 
Key Responsibilities

BPO &amp; Team Management: Oversee day-to-day BPO operations, including agent scheduling, performance audits, hiring, training, daily agent support, and team morale.

Strategy &amp; Operations: Own the CX roadmap, SOP updates, and handle escalated issue management (PayPal disputes, chargebacks, and review platforms).

Performance &amp; Reporting: Build and track CX KPIs (FRT, resolution time, CSAT, QA, CES) to deliver actionable performance insights to leadership.

Insights &amp; Cross-Functional Feedback: Identify customer pain points and trends in real time, sharing feedback across product, marketing, design, and tech teams to improve processes and the customer experience.

Ad-Hoc Projects: Support additional CX initiatives as requested by leadership.

Customer Service (CX) Internal Team Lead

KPS Alarms started in 1990 with humble roots, Kirk (President) had a big dream to protect and enhance lives while growing KPS Alarms into one Californias largest Fire, Security, and Technology service providers. Adding on to the growth... In 2011, KPS Fire Sprinklers was launched. Since then, our founder and CEO has helped shape our results-driven culture for both companies, leading KPS Alarm to CEPro 100's #5 by volume on the top 100 list of national integrators.  This dream of protecting and enhancing lives continues with our dedicated team of professionals.  Together, they make it happen for thousands of valued customers. 

T

KPS Alarms, Inc

Summary 

The Administrative Support Staff is a professional responsible for organizing and coordinating various parts of a project to ensure its success. Collaborating with team members to prioritize daily schedules to ensure projects are completed in a timely manner to meet customer expectations. This is a hands-on, remote position.

Vital Factors

Responsible for meeting Vital Factor Goals as set and approved by Management. Vital Factor Goals will be set around:

<ul>
	<li>Develop accurate cost estimtes for construction projects by analyzing project specifications, drawings, and other relevant documents.</li>
	<li>Prepare and submit comprehensive and competitive bids for projects, considering all aspects of the contruction process, material, labor, and overhead costs.</li>
	<li>Meticulous attention to detail in performing quanity takeoffs and analyzing project specifciations.</li>
	<li>Update schedule for projects/jobs assigned to him/her.</li>
	<li>Timely activation of Jobs for use by production.</li>
	<li>Ensure accurate documentation is available for use by Production.</li>
	<li>Address and resolve issues that may arise during the project lifecycle.</li>
	<li>Oversee and coordinate the execution of job tasks and projects to ensure they align with organizational goals and objectives.</li>
</ul>

Account Management

<ul>
	<li>Excellent excel, word, Visio and data entry skills. Medallion knowledge is a plus.</li>
	<li>Understand customer needs for bidding purposes and work with customer and Building Account Manager (BAM) and Home Technology Specialist (HTS) teams to address the Builder needs.</li>
	<li>Ensure a smooth project transition from Bid Status to Award through Turnover standard operating policies and procedures.</li>
	<li>Process Purchase Orders for Jobsite deliveries and documents such as Contracts, Insurance, etc., ensuring accuracy and compliance with Company policies and procedures.</li>
	<li>Execute creation of Home Technology Diagrams that focus on aesthetics and presentation along with Operational requirements.</li>
	<li>Ensure timely and accurate completion of HTS Sales orders.</li>
	<li>Ensure timely and accurate completion of Monitoring Agreements.</li>
	<li>Track missing paperwork and follow up in a timely manner.</li>
	<li>Monitor Builder sites as well as emails for purchase orders.</li>
	<li>Maintain accurate and up-to-date records of purchasing activities, including supplier information, purchase orders and contract agreements.</li>
	<li>Apply for permits and submit payment requests.</li>
	<li>Update and maintain permit tracking.</li>
	<li>Order material for job site delivery as applicable.</li>
	<li>Issue and monitor Purchase Orders to ensure timely delivery of goods and services.</li>
	<li>Schedule with AHJ per Builder or KPS request. Communicate Builder requests to Superintendent.</li>
	<li>Follow-up on requests timely with AHJ’s via phone and email.</li>
	<li>Communicate delays or issues timely.</li>
	<li>Communicate confirmed dates/times.</li>
	<li>Prepare Job specific change orders.</li>
</ul>

Networking

<ul>
	<li>Provide various reports as assigned by the Manager.</li>
	<li>Other duties and repsonsabilities as assigned.</li>
	<li>Cultivate strong relationships with Purchasing, Options, and other builder personnel to enhance collaboration and project success.</li>
</ul>

Other Duties and Responsabilities If Assigned

<ul>
	<li>Cross trained on Lead tasks and reponsabilities to be able to cover those items in the event the Lead is not available.</li>
</ul>

Company Core Values

Administrative Support Staff will consistently demonstrate Company Core Values:

PAT + IQ = G

Passion, Accountability, Teamwork, Integrity, Quality, Growth

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Customer Service (CX) Internal Team Lead

Administrative Support Staff