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Customer Experience Senior Specialist

1 week, 6 days ago
United States
Full-time
Mid Level
Customer Support
Customer and Technical Support
Apply Now
Sortly

Sortly

Sortly: The ultimate inventory organizer for businesses and individuals, offering barcode scanning, custom fields, and visual tracking for efficient inventory management.

Air Freight & Logistics
11-50
Founded 2012
View All Jobs 2

Description

  • Handle approximately 40 support tickets per day across product, technical, and account-related inquiries with accuracy and empathy.
  • Provide scheduled phone support to troubleshoot customer issues and help evaluate product fit for business needs.
  • Support new customers through onboarding with clear email guidance and scheduled Zoom sessions.
  • Help customers get set up, understand core workflows, and achieve long-term success with the product.
  • Partner with Engineering to report bugs, track resolutions, update customers, and strengthen the feedback loop.
  • Work with Product to surface customer insights, trends, and feature requests from customer interactions.
  • Contribute to CX process improvement by suggesting workflow enhancements and helping optimize team operations.
  • Communicate clearly across Slack, email, and meetings, and regularly share customer trends and recurring issues.
  • Collaborate in a small, fast-moving team by sharing knowledge, supporting teammates, and stepping in where needed.
  • Help train, onboard, and motivate future CX hires as the team grows.

Requirements

  • 3+ years of experience on a SaaS CX team with hands-on responsibility for account, technical, and product support.
  • Experience handling support tickets and customer calls.
  • Strong customer focus with the ability to improve CSAT, SLA, and First Response Time metrics.
  • Excellent verbal and written communication skills, including the ability to simplify complex technical concepts for non-technical audiences.
  • Highly organized project management skills with the ability to manage shifting priorities in a fully remote environment.
  • Comfort navigating new tools, systems, and processes with minimal direction.
  • Familiarity with AI tools and how they can improve customer support workflows, efficiency, and quality is strongly preferred.
  • Available ideally from 9 AM to 6 PM ET, with flexibility for the right candidate.
  • Willingness to provide coverage on some company-wide holidays.
  • A proactive, accountable, and results-driven mindset with a strong sense of ownership.
  • Collaborative and flexible approach to working with a small, fast-paced cross-functional team.

Benefits

  • Annual salary of $60,000 to $75,000, benchmarked by geographic location.
  • Full health, dental, and vision coverage.
  • 401(k) with company match.
  • Learning stipend to support continued growth and development.
  • Opportunities to connect with colleagues through Random Coffee and Wellness chats.
  • Annual in-person retreats.

Interested in this position?

Apply directly on the company website

Apply Now

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