Customer Experience, Senior Specialist

Base pay range

$70,000.00/yr - $85,000.00/yr

Sortly is a simple, multi-device inventory management solution. Our visual & intuitive approach to inventory enables thousands of SMBs and teams within iconic corporations, government entities, music bands & sports teams to stay on top of their consumables, assets, and material things. With over 8,000 five-star ratings in the App Store and a net promoter score greater than 55, our impressive growth has primarily been driven by organic sources and word of mouth.

We are profitable, financially independent, and primed to scale within our $20B market! We are proudly a distributed and remote-first company since inception with teams across 4 countries.

• Real - We lead with authenticity, show transparency through being honest and clear, and take accountability by owning our actions and outcomes.
• Inspiring - We think big, empower others to achieve their best, and celebrate wins by recognizing large and small contributions.
• Smart - We demonstrate First Principles thinking by always asking "why" and seek to understand deeply, embrace growth mindset and drive decisions with data.
• Empathetic - We are humble and listen with an open mind, show up mentally and emotionally to make others feel valued, and consider how our actions impact others.

You thrive in a fast-paced, growth-oriented environment and are ready to take ownership of key CX functions. As part of a small but mighty team, you are a self-starter who anticipates needs, acts proactively, and holds yourself accountable for delivering results. You're also excited about technology, eager to learn how products work, and curious about new tools — making you a trusted resource for both customers and internal teams.

• Customer Support Ownership:
  Handle 40 product and technical support tickets per day 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.
• Knowledge Base Management:
  With support from the CX Manager, own product-focused content in our customer knowledge base. This includes writing and updating articles, creating or refreshing video content, and maintaining accurate screenshots.
• Cross-Functional Partnership:
  • Engineering – Partner closely to report bugs, track resolution progress, update customers, and strengthen the CX Engineering feedback loop.
  • Product – Serve as the voice of the customer by surfacing insights and feature requests.
• Process & Communication:
  Contribute to building a world-class CX operation by suggesting improvements, optimizing workflows, and communicating clearly across Slack, email, and weekly team meetings.
• Future Opportunities:
  Help shape the future of the CX team by training, onboarding, and motivating new hires.

We're looking for someone available 9 AM - 6 PM ET (with flexibility for the right candidate). There is an expectation to provide coverage on some company-wide holidays.

• Experience:
  
  3+ years on a SaaS CX team with hands-on responsibility for technical and product-related support (tickets + calls).
• Communication:
  Excellent verbal and written skills with the ability to simplify complex technical concepts for non-technical audiences and build trust with customers.
• Time & Project Management:
  Highly organized with the ability to manage shifting priorities, balance multiple responsibilities, and deliver results under pressure in a fully remote environment.
• Tech-Savvy:
  Quick to learn and comfortable navigating new tools, systems, and processes with minimal direction.
• 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.
• Customer-Centric:
  Skilled at identifying customer needs, solving problems, and providing solutions that positively impact CX metrics (CSAT, SLA, First Response Time).
• Produ…