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 13, 2026

About the Company

Sortly is a leading provider of intuitive inventory management solutions, designed to simplify how businesses track their assets. Our visual and user-friendly platform has earned widespread acclaim, with over 8,000 five-star ratings in the App Store and a Net Promoter Score exceeding 55.

We are a profitable, financially independent, and rapidly growing company operating in a $20 billion market. Our success is largely driven by organic growth and strong word-of-mouth referrals.

Proudly a distributed and remote-first company since our inception, our teams span across four countries. We foster a collaborative environment where innovation and customer satisfaction are paramount.

Job Description

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

You will leverage tools like Zendesk to manage daily support tickets, conduct troubleshooting calls, and guide customers through their onboarding journey. This position is crucial for ensuring customer satisfaction and retention, directly contributing to our company's growth and success.

You will collaborate closely with our Engineering team to address bugs and provide timely updates, and partner with our Product team to relay valuable customer insights and trends. As an integral part of our small, collaborative CX team, you will also play a key role in maintaining and enhancing our help center and overall customer experience.

Required Skills

ZendeskCustomer SupportTroubleshootingOnboardingSaaSCommunicationProblem-solvingProject ManagementAI Tools

Key Responsibilities

Handle approximately 40 support tickets per day, addressing product, technical, and account-related inquiries with accuracy, empathy, and efficiency.
Provide scheduled phone support to troubleshoot issues and assist potential customers in evaluating Sortly's suitability for their business needs.
Support new customers in successfully adopting Sortly through clear, timely email guidance and scheduled Zoom sessions.
Help customers set up their accounts, understand core workflows, and ensure they are positioned for long-term success with the product.
Partner closely with Engineering to report bugs, track resolution progress, update customers, and strengthen the CX and Engineering feedback loop.
Serve as the voice of the customer by surfacing insights, trends, and feature requests across both product and account-related experiences.
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.
Help shape the future of the CX team by training, onboarding, and motivating new hires.

Qualifications

3+ years of experience on a SaaS Customer Experience (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 communication 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.
Proactive and accountable: anticipates needs, identifies opportunities for improvement, and takes ownership of outcomes.
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.

Benefits & Perks

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

How to Apply

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In the dynamic landscape of SaaS customer support, the demand for exceptional client engagement is rapidly expanding. This role is pivotal in driving customer satisfaction and retention by acting as a primary point of contact for account, product, and technical inquiries. You will leverage industry-standard tools like Zendesk to manage daily support tickets, conduct troubleshooting sessions, and guide new users through onboarding processes. This position directly impacts business ROI by ensuring seamless customer adoption and fostering long-term loyalty, crucial for sustained growth in the competitive inventory management software market.