Customer Experience Senior Specialist

The Customer Experience Senior Specialist serves as a frontline expert and internal connector delivering responsive support across account product and technical inquiries. Using Zendesk you manage a daily mix of tickets schedule troubleshooting calls and guide customers through onboarding.

You'll work closely with Engineering to stay current on bugs and resolutions and partner with Product to surface customer insights and trends. As part of a small collaborative CX team you also help maintain and improve the help center and broader customer experience.

• Customer Support Ownership: Handle ~40 support tickets per day across product technical and account-related inquiries with accuracy empathy and efficiency. Provide scheduled phone support to troubleshoot issues and help customers evaluate whether Sortly is the right fit for their business needs.

• Customer Onboarding & Enablement: Support new customers in successfully adopting Sortly through clear timely email guidance and scheduled Zoom sessions. Help customers get set up understand core workflows and ensure they are positioned for long-term success with the product.
• Cross-Functional Partnership:
• Engineering: Partner closely to report bugs track resolution progress update customers and strengthen the CX and Engineering feedback loop
• Product: Serve as the voice of the customer by surfacing insights trends and feature requests across both product and account-related experiences.
• Process & Communication: Contribute to building a world-class CX operation by suggesting improvements optimizing workflows and communicating clearly across Slack email and team meetings. Regularly contribute to weekly bi-weekly and monthly meetings by sharing insights on customer trends recurring issues and opportunities to improve the customer experience. Operate as a collaborative team member in a small fast-moving environment by sharing knowledge supporting teammates and stepping in to help where needed.
• Future Opportunities: Help shape the future of the CX team by training onboarding and motivating new hires.
  

• Experience: 3+ years on a SaaS CX team with hands-on responsibility for account technical and product support across tickets and calls.
• Customer-Centric: Skilled at identifying customer needs solving problems and providing solutions that positively impact CX metrics (CSAT SLA First Response Time).Communication: Excellent verbal and written skills with the ability to simplify complex technical concepts for non-technical audiences and build trust with customers.
• Project Management: Highly organized with the ability to manage shifting priorities balance multiple responsibilities and deliver results under pressure in a fully remote environment.
• Preferred schedule: Ideally available 9 AM – 6 PM ET (with flexibility for the right candidate). The role will be required to provide coverage on some company wide holidays.
• Tech- Savvy: Quick to learn and comfortable navigating new tools systems and processes with minimal direction. Familiarity with AI tools and an understanding of how AI can improve customer support workflows efficiency and quality is strongly preferred.
• Proactive & Accountable: Anticipates needs identifies opportunities for improvement and takes ownership of outcomes. Follow through with consistency and reliability knowing your contributions have a direct impact on the team.
• Results-Driven: A self-starter who thrives in fast-paced environments prioritizes effectively and consistently delivers a high standard of service.
• Team Player: Collaborative flexible and eager to support cross-functional partners and the evolving needs of a small fast-paced CX team.

Annual Salary: $60 000 - $75 000

The salary band outlined above reflects compensation levels that are competitively benchmarked based on geographic location. Where an individual may fall within this band is determined by market data specific to their location ensuring fairness and alignment with our compensation philosophy.

We take care of our people. Sortly offers full health dental and vision coverage 401(k) with company match and a learning stipend to support your continued growth and development. And plenty of opportunities to socialize with your colleagues through Random Coffee or Wellness chats. As well as our annual in-person retreats.

What We Do

Sortly is the simplest inventory platform for business and teams to stay on top of their stuff. Our visual system enables business to easily track what they have where it is and who has it. Anytime anywhere on any desktop tablet or mobile device. Sortly is trusted by tens of 1000’s of small businesses and teams at large enterprises including HP Honeywell Sanford HealthYale Coors Lyft. Featured in Forbes ABC Fox New York Times & Inc. etc! More than 15 million items sorted! Sortly's Principals: SMART - We make decisions based on knowledge and understanding with the aim of creating and improving differentiated products that benefit our business and customers. INSPIRING - We embrace the spirit of entrepreneurship taking considered risks and pushing ourselves to think boldly and creatively. EMPATHETIC - We are customer-centered by mission with respect for the individual and a desire to create a great community. REAL - We seek opportunities to learn from our mistakes and successes our colleagues and customers and to help each other improve.

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