Customer Experience, Senior Specialist (Product)

ABOUT SORTLY
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.

OUR VALUES
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.

WHO YOU ARE

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.

WHAT YOU'LL DO

This full-time role is ideal for someone who enjoys being a utility player in a growing CX department. The scope may evolve as the business grows, but your responsibilities will include:

• 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 <> Eng 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. 

WHAT YOU BRING

• 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).
• Product Expertise & Internal Enablement: Develops a deep understanding of the Sortly product and serves as a resource for internal teams by sharing insights, troubleshooting knowledge, and product best practices.
• Team Player: Collaborative, flexible, and eager to support cross-functional partners and the evolving needs of the CX team as we scale.

BONUS POINTS IF YOU HAVE

• Experience with inventory management processes or technologies.
• Proficiency with Zendesk or similar CRM and support platforms.
• Familiarity with JIRA for issue tracking, Slack for team communication, and Google Workspace for collaboration.
• Comfort supporting customers across both web and mobile applications, with an understanding of mobile app functionality and troubleshooting.

Annual Salary: $70,000 - $85,000

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.