[Hiring] Customer Experience Senior Specialist @Sortly

Role Description

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.

What You Will Do

• 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.

Qualifications

• 3+ years on a SaaS CX team with hands-on responsibility for account, technical, and product support across tickets and calls.
• Skilled at identifying customer needs, solving problems, and providing solutions that positively impact CX metrics (CSAT, SLA, First Response Time).
• Excellent verbal and written skills with the ability to simplify complex technical concepts for non-technical audiences and build trust with customers.
• Highly organized with the ability to manage shifting priorities, balance multiple responsibilities, and deliver results under pressure in a fully remote environment.
• 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.
• 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.
• 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.
• A self-starter who thrives in fast-paced environments, prioritizes effectively, and consistently delivers a high standard of service.
• Collaborative, flexible, and eager to support cross-functional partners and the evolving needs of a small, fast-paced CX team.

Benefits

• Full health, dental, and vision coverage.
• 401(k) with company match.
• Learning stipend to support your continued growth and development.
• Opportunities to socialize with colleagues through Random Coffee or Wellness chats.
• Annual in-person retreats.

Salary

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.