Customer Experience Senior Specialist

Sortly

Job Overview

Location

Remote

Salary

USD 60,000 - 75,000 annual

Employment Type

Full-time

Work Arrangement

Remote

Sector

Information Technology & Software

Experience Level

Senior (5-8 years)

Application Deadline

May 2, 2026

About the Company

Sortly is a leading provider of intuitive inventory management solutions, designed to simplify the tracking of assets and materials for businesses of all sizes. Our visual and user-friendly platform has earned widespread acclaim, with over 8,000 five-star ratings and a strong Net Promoter Score.

We are a profitable, financially independent, and rapidly scaling company operating within a significant market. Proudly, Sortly has been a distributed and remote-first organization since its inception, with a diverse team spanning four countries. This structure fosters a culture of flexibility, collaboration, and global perspective.

Job Description

We are seeking a highly skilled Customer Experience Senior Specialist to join our remote team. In this critical role, you will be the primary point of contact for our customers, providing expert support across account, product, and technical inquiries.

You will leverage your proficiency with tools like Zendesk to manage a daily volume of support tickets, conduct troubleshooting calls, and guide new users through the onboarding process. Your collaboration with our Engineering and Product teams will be essential for resolving issues, reporting bugs, and sharing valuable customer insights.

As a key member of our collaborative CX team, you will also contribute to maintaining and enhancing our help center and overall customer experience strategy. This position offers a unique opportunity to impact customer satisfaction, drive product adoption, and contribute to the growth of a dynamic SaaS company.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

ZendeskCustomer SupportTroubleshootingOnboardingProduct SupportTechnical SupportAccount ManagementCustomer Relationship Management (CRM)Communication SkillsProblem-SolvingProject ManagementAI Tools

Key Responsibilities

Handle approximately 40 support tickets daily, addressing product, technical, and account-related inquiries with accuracy and empathy.
Provide scheduled phone support to troubleshoot customer issues and assess their needs.
Assist new customers with onboarding, ensuring successful adoption and long-term success with the product.
Collaborate closely with the Engineering team to report bugs, track resolutions, and maintain a strong feedback loop.
Act as the voice of the customer by surfacing insights, trends, and feature requests to the Product team.
Contribute to improving CX operations by suggesting workflow optimizations and enhancing internal communication.
Participate actively in team meetings, sharing insights on customer trends and opportunities for improvement.
Support teammates and contribute to a collaborative, fast-paced team environment.
Potentially train and onboard new CX team members in the future.

Qualifications

Minimum of 3 years of experience on a SaaS Customer Experience team.
Proven hands-on responsibility for account, technical, and product support via tickets and calls.
Demonstrated ability to identify customer needs, solve problems, and positively impact CX metrics (CSAT, SLA, First Response Time).
Excellent verbal and written communication skills, with the ability to simplify complex technical concepts.
Highly organized with strong project management skills, capable of managing shifting priorities and delivering results under pressure in a remote setting.
Tech-savvy with the ability to quickly learn and navigate new tools and systems.
Familiarity with AI tools and their application in improving customer support workflows is strongly preferred.
Proactive, accountable, and results-driven with a self-starter mentality.
A strong team player who is collaborative and flexible.

Benefits & Perks

Full health, dental, and vision coverage
401(k) with company match
Learning stipend for continued growth and development
Opportunities for social interaction through Random Coffee and Wellness chats
Annual in-person retreats

How to Apply

To apply for this role, click the Apply button on this page and follow the instructions.

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The customer experience landscape is rapidly evolving, driven by AI integration and the demand for personalized support. This role is pivotal in shaping that experience, leveraging advanced tools like Zendesk to manage a high volume of complex inquiries. You will be instrumental in bridging the gap between customer needs and product development, influencing ROI through enhanced customer satisfaction and retention. Your expertise will directly contribute to scaling customer success initiatives and driving product adoption within a dynamic SaaS environment.