First off, thank you for spending time to read this - we find that people who do have a much more clear understanding of our philosophy and what it looks like to work at Pattern….
Over 60 per cent of North Americans are hourly workers - both my mother and father have been hourly workers for the past 35 years. I am sure many of you reading this have worked an hourly job or have loved ones that do.
With the experience of seeing firsthand the inefficiencies, shortcomings, and lack of technology for hourly workers, I have always dreamed of a world where hourly workers could enjoy many of the luxuries that have come to be second nature in other types of work - things like: same day pay, in-app support chat, instant on-boarding, bonus pay, and more.
I grew up, but I held onto that dream, and I was finally able to make it a reality a few years ago when we started Pattern. What started as a dream and project has turned into a company that now serves hundreds of businesses with thousands of hourly workers getting paid instantly on our app everyday across North America.
A few years in, we have discovered how powerful and important we are to the lives of thousands of hourly workers.
But here’s the secret: there are still over 200 million workers in North America that have yet to experience Pattern and the delight of features we’re building. That’s why we need the best operators, engineers, product people, and many other brilliant folks to join us in building the future of the frontline workforce.
We’re customer obsessed
Whether you’ve been in multiple roles at Pattern for over three years, or if you’ve been part of our Summer Internship program, my hope is that Pattern is the most customer centric culture you will ever be a part of.
We take things to an extreme level:
A lot of people may think it’s strange that an internet company would be so focused on the customers, when only about 5% of our sales happen by phone. But we’ve found that on average, our customers telephone us at least once at some point, and if we handle the call well, we have an opportunity to create an emotional impact and a lasting memory.
We receive thousands of phone calls and e-mails every day, and we view each one as an opportunity to build the Pattern brand into being about the very best customer service. Our philosophy has been that most of the money we might ordinarily have spent on advertising should be invested in customer service, so that our customers will do the marketing for us through word of mouth.
Our customer service orientation is also apparent on our website. On many websites the contact information is buried at least five links deep, because the company doesn’t really want to hear from you. And when you find it, it’s a form or an e-mail address. We take the exact opposite approach. We put our phone number (it’s [862-343-9843], in case you’d like to call) at the top of every single page of our website, because we actually want to talk to our customers. And we staff our call centre 24/7.
My experience growing up in a household of hourly workers — both the overwhelming gratitude and the constant frustration — planted the seed for Pattern. I thought, “What if we could make it easier for more to work, get paid, find jobs and enjoy all the benefits, but with fewer hassles”.
In pursuit of a solution, I teamed up with some of the greatest executives in business, technology, and the staffing industry, and we created Pattern. Pattern mission is to empower lives by making hourly work possible and enjoyable for more people. And the two most important words in that sentence are “empower lives” — that belief drives everything we do and every decision we make.
“Hard work”, “know the score”, “fast paced” — those are three words you’ll often hear people use to describe working at Pattern.