Customer Support Continuous Improvement Specialist

Location: Lehi, Utah, US; hybrid schedule with three days in the office and two days remote per week.

Company

hirify.global operates across major marketplace and commerce platforms, including Walmart.com, Target.com, eBay, Tmall, TikTok Shop, JD, and Mercado Libre.

What you will do

• Resolve customer escalations and brand partner support tickets in Zendesk using SOPs and macros.
• Maintain SOPs, macros, and process documentation as workflows change.
• Manage quality audits, update scorecards, review assignments, provide feedback, and lead calibration sessions.
• Own brand onboarding activities, including calls, resource uploads, follow-ups, and reporting setup.
• Create and deliver written, video, and live training for new hires and existing teammates.
• Manage manual and automated reporting, identify negative trends, and recommend process improvements with cross-functional partners.

Requirements

• Bachelor’s degree in Business, Communications, or a related field; equivalent experience is considered.
• 1–2 years of experience in customer support, customer success, or a related client-facing role.
• Experience with ticketing or helpdesk tools and basic Excel or Google Sheets reporting.
• Strong written communication skills and sound judgment when maintaining a consistent customer-facing tone.
• Detail-oriented approach, process discipline, accountability, and openness to feedback.
• Ability to work in a hybrid schedule based in Lehi, Utah, with three office days per week.

Nice to have

• Experience with Zendesk, Asana, or similar customer support platforms.
• Familiarity with marketplace platforms and Shopify.
• Exposure to quality assurance or audit processes.
• Experience using AI tools in customer service workflows.

Culture & Benefits

• Customer-obsessed and data-driven working environment.
• Collaboration with Customer Support, Automations, Brand Management, and other cross-functional teams.
• Culture focused on innovation, measurable improvements, partner experience, and accountability.
• Opportunities to develop skills in customer support operations, quality assurance, and process improvement.
• Career growth opportunities within hirify.global.

Hiring process

• Initial phone interview with the talent acquisition team.
• Video interview with a CS Account Lead, followed by an onsite interview with the hiring manager.
• Professional reference checks, executive review, and offer.