Customer Support Continuous Improvement Specialist

Pattern Bioscience

. Respond to and resolve customer escalations and brand partner support tickets in Zendesk using SOPs and macros .

Posted 9/23/2026full-timeLehi • Utah • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support and success, with a strong focus on operational excellence, process improvement, and effective communication. Proficient in managing customer escalations, onboarding processes, and quality audits while utilizing ticketing systems and reporting tools.

Highest-signal resume keywords

Customer Support ExperienceZendesk ProficiencyQuality Audit ManagementTraining Content DevelopmentData Reporting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportQuality AssuranceData TrackingProcess ImprovementExcel SkillsGoogle Sheets Skills

Soft Skills

Strong Written CommunicationDetail-OrientedTeam PlayerAccountabilityCuriosity

Tools & Technologies

ZendeskAsanaTicketing SystemsAI Tools

Industry Keywords

Customer SuccessBrand OnboardingOperational ExcellenceMarketplace PlatformsAudit Processes

About the role

Key responsibilities & impact

Respond to and resolve customer escalations and brand partner support tickets in Zendesk using SOPs and macros
Keep SOPs, macros, and documentation current as processes change
Manage the Quality Audit process, including scorecards, audit assignments, agent feedback, and calibration sessions with CS leadership
Own brand onboarding by preparing for and leading onboarding calls, uploading brand resources, following up on questions, and setting up reporting needs
Help build and deliver written, video, and live training content for new hires and existing teammates
Manage manual and automated reporting, perform brand follow-ups, and identify and resolve negative trends
Partner with Account Leads, Team Leads, Seniors, and cross-functional teams to identify recurring pain points and implement improvements
Drive operational excellence and measurable gains in customer satisfaction, team efficiency, and business performance
Report to the Customer Development Manager and collaborate with CS Automations, HQ2, and Brand Management teams

Requirements

What you’ll need

Bachelor’s degree in Business, Communications, or a related field; equivalent experience considered
1-2 years of experience in customer support, customer success, or a related client-facing role
Comfortable working in ticketing/helpdesk tools
Basic Excel/Google Sheets skills for reporting and data tracking
Strong written communication skills
Judgment to keep tone consistent across customer interactions
Detail-oriented and disciplined in following documented processes
Curiosity to improve documented processes
Team player who takes feedback well
Accountability to teammates and partners
Preferred: working history with Zendesk, Asana, or similar CS/ticketing platforms
Preferred: familiarity with marketplace platforms such as Amazon, Walmart, Target, and Shopify
Preferred: exposure to quality assurance or audit processes
Preferred: comfort using AI tools for customer service workflows

Benefits

Comp & perks

Unlimited PTO
Paid Holidays
Onsite Fitness Center
Company Paid Life Insurance
Casual Dress Code
Competitive Pay
Health, Vision, and Dental Insurance
401(k) match: 100% of the first 3% in eligible compensation deferred and 50% of the next 2% in eligible compensation deferred
Career growth opportunities
Employee development and training opportunities