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Pattern Bioscience

Customer Support Operations Specialist

Pattern Bioscience

. Resolve assigned SaaS support tickets within SLA .

Posted 10/22/2026full-timeLehi • Utah • United StatesJuniorWebsite

Core Competencies

Role fit
Core Competencies

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

Demonstrates expertise in SaaS support and customer service operations, with a strong focus on process improvement, troubleshooting, and effective communication. Proficient in utilizing ticketing tools and data analysis to enhance support efficiency and customer satisfaction.

Highest-signal resume keywords
SaaS Support ExperienceZendesk ProficiencyProblem-Solving SkillsProcess ImprovementData Analysis

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
TroubleshootingRoot-Cause AnalysisProcess ImprovementData AnalysisDocumentation Creation
Soft Skills
Clear Written CommunicationCuriosityTeam Collaboration
Tools & Technologies
ZendeskClickUpAsanaSpreadsheetsDashboards
Industry Keywords
Customer SupportSaaSSupport TicketsSLACSAT

About the role

Key responsibilities & impact
  • Resolve assigned SaaS support tickets within SLA
  • Support the core Customer Support team by answering process and tooling questions, helping with escalations, and covering overflow
  • Identify bottlenecks and repetitive work in routing, tagging, macros, handoffs, and reporting
  • Propose, test, and roll out support-process improvements
  • Build, maintain, and standardize SOPs, macros, and knowledge base articles
  • Track FRT, resolution time, handle time, CSAT, SLA adherence, and backlog health
  • Flag trends to leadership
  • Route bugs and platform requests to Technical Support, Product, Engineering, and Ecommerce with complete details
  • Use AI tools and automation to reduce manual work
  • Collaborate with Customer Support Specialists, Technical Support Specialists, Ecommerce, Product, and Engineering
  • Report to the Associate Director of Customer Support and receive mentorship from the Director of Customer Support

Requirements

What you’ll need
  • Bachelor’s degree or equivalent experience
  • 1+ years of experience in customer support, SaaS support, or a similar operations role
  • Strong troubleshooting and problem-solving skills, with a focus on root-cause analysis
  • Hands-on familiarity with Zendesk, ClickUp, Asana, or similar ticketing and tracking tools
  • Comfort working with spreadsheets, dashboards, or similar data tools to identify patterns and measure changes
  • Clear written communication and ability to create simple documentation from complex processes
  • Curiosity about AI tools and workflow automation
  • Ability to support teammates across shifts and teams
  • Full-time employment
  • Hybrid work arrangement in Lehi, Utah, United States

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
  • Equal employment opportunity and anti-discrimination protections