Trademark Customer Experience Specialist

You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement. OPM Qualifications Standards are available at OPM Website. Miscellaneous Administration and Program Series, 0301 Specialized Experience is experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service. For this position, the next lower grade level is a GS-12. Specialized experience for this position includes: Experience leading customer experience projects that involve multidisciplinary teams and multiple research methods (e.g., qualitative and quantitative). Experience providing direction and review to a contractor in developing the design artifacts (e.g., journey maps, personas, wireframes, storyboards) using an iterative process of customer feedback and stakeholder engagement. Experience collecting, analyzing, and managing customer experience data to identify ways to improve internal workflows and external experience receiving services. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. This position is located in the Office of the Commissioner for Trademarks, Office of the Deputy Commissioner for Trademark Examination Policy. The Office of the Commissioner for Trademarks (TM) provides leadership and strategic direction for all aspects of the USPTO's trademark operations while also providing guidance on the policies for how trademark applications are examined and reviews examining attorneys' consistency with that guidance.

Position Details

• Job Title: Trademark Customer Experience Specialist
• Company / Organisation: Patent and Trademark Office
• Location: Alexandria County, Virginia
• Employment Type: Full-time
• Field / Industry: Customer Support
• Work Arrangement: On-site or hybrid - Alexandria County, Virginia

About This Opportunity

This full-time opportunity at Patent and Trademark Office is an excellent opening for experienced professionals in the field of customer success and support. The role is structured around an on-site or hybrid environment based in Alexandria County, Virginia and is designed for candidates who are ready to make a meaningful contribution from the moment they join.

Based in Alexandria County, Virginia, this role offers the opportunity to collaborate closely with a local team in a structured professional environment. Candidates currently based in the area or open to relocation are strongly encouraged to apply.

Whether you are an established practitioner in customer success and support or a highly skilled professional looking for your next challenge, this Trademark Customer Experience Specialist role offers the platform to apply your expertise in a real-world, results-oriented environment. Patent and Trademark Office is looking for a candidate who can hit the ground running and add genuine value to the team.

Who Should Apply

This role is ideal for candidates who have a solid background in customer success and support and a demonstrable track record of delivering high-quality results. You should possess empathy, clear communication, patience, and a proactive approach to problem resolution. Experience working with customer support platforms, ticketing systems, and CRM and live-chat tools will be an advantage, though a commitment to continuous learning and professional development is equally valued.

Beyond technical or domain expertise, Patent and Trademark Office is looking for someone who communicates clearly, collaborates effectively with colleagues and stakeholders, and takes ownership of their work from start to finish. If you thrive in a professional environment and are passionate about the opportunity to deliver exceptional customer experiences and build lasting client satisfaction and loyalty, we encourage you to apply.

Key Competencies for This Role

Successful candidates for the Trademark Customer Experience Specialist position at Patent and Trademark Office will typically demonstrate the following core competencies:

• Domain expertise - a strong foundation of knowledge and hands-on experience in customer success and support
• Problem-solving ability - the capacity to identify challenges, think critically, and implement practical solutions efficiently
• Communication skills - clear and professional communication with colleagues, stakeholders, and partners at all levels
• Self-management - strong time management and the ability to prioritise a varied workload while meeting deadlines
• Team collaboration - a collaborative and supportive approach to working alongside colleagues across departments or locations
• Adaptability - the ability to respond positively to change and thrive in a dynamic, evolving work environment

How to Apply

To apply for this Trademark Customer Experience Specialist position at Patent and Trademark Office, click the "Apply Now" button on this page. You will be taken directly to the official application page where you can complete and submit your application.

Before applying, please ensure that your CV or résumé is fully up to date and clearly highlights your experience and accomplishments in customer success and support. If a cover letter is included or requested, tailor it specifically to this role and explain how your background, skills, and goals align with what Patent and Trademark Office is looking for in a Trademark Customer Experience Specialist.

All applications for this role are processed directly by Patent and Trademark Office. Career Nest facilitates the job discovery process and does not pre-screen or forward applications on behalf of employers. There are no fees for job seekers at any stage of the application process.

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