Customer Experience Senior Specialist

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
Smart - We make decisions based on knowledge and understanding with the aim of creating and improving differentiated products that benefit our business and customers.

Inspiring - We embrace the spirit of entrepreneurship, taking considered risks and pushing ourselves to think boldly and creatively.

Empathetic - We are customer-centered by mission, with respect for the individual and a desire to create a great community.

Real - We seek opportunities to learn from our mistakes and successes, our colleagues and customers, and to help each other improve.

WHO YOU ARE

You are a Customer Experience Sr. Specialist with a proven track record in providing a great customer experience through email and scheduled call support. You are deeply curious about the Sortly product and are excited to understand it. You thrive in fast-moving, growth-oriented business and already have the skillset to hit the ground running and make an impact on the department quickly by owning specific functions of the CX team. This is a key role in Sortly’s small but mighty customer experience organization.

WHAT YOU WILL DO

This is a full-time role that is perfect for someone who wants to be a utility player in a growing CX department. The position will focus on a few different areas with the possibility of the exact needs changing as the scope of the role evolves: 

• Work closely with the CX Manager to build a world-class customer experience
• You will own the product and technical tickets (~40 tickets per day) and become an expert in supporting customers with their account needs
• You will work with customers via scheduled phone calls to resolve technical issues and confirm whether Sortly is a good fit for their business needs

• With the support of the CX Manager, own the product-focused parts of the customer knowledge base including updating existing articles, creating new articles, updating video content, and updating screen shots
• With the support of the CX Manager, own the relationship with the engineering team to resolve product bugs, update customers on progress, and surface areas for improvement in the CX <> Eng relationship
• Be a voice of the customer and own the relationship with the product team to surface customer requests through Frill, our feature request tool
• Future opportunities to assist in training, onboarding, and motivating new CX hires

We are looking for someone available between 9AM - 5PM ET, but we’re open to adjusting those hours a bit for the right individual. There is an expectation to provide coverage on some company holidays. 

Required Qualifications:

• Experience: 3+ years of experience on a SaaS CX team where product and technical tickets and calls were a part of your day-to-day
• Communication: Excellent verbal and written communication skills with the ability to interpret a non-technical customer's needs and guide them to a positive resolution.
• Ability to Manage Shifting Priorities and Enhance Processes: Balances multiple responsibilities with precision, maintaining a high standard of service and delivering results under pressure. Demonstrates flexibility and adaptability when responding to changing priorities, with the guidance of CX Manager ensures tasks are reprioritized efficiently to meet evolving business needs.
• Tech-Savvy: Comfortable with technology and eager to learn new software tools and systems.
• Results-Driven: A self-starter who thrives in a fast-paced environment and has a proven track record of providing a great customer experience.
• Customer-Centric: Strong ability to understand customer needs, solve problems, and provide solutions that drive our CX metrics (CSAT, SLA, and 1st Response Time).
• Team Player: Collaborative and works well with cross-functional teams, willing to support the evolving needs of the CX team as we scale.

Bonus Points If You Have:

• Knowledge of inventory management processes or technologies.
• Familiarity with Zendesk or similar CRM tools.

WHY JOIN SORTLY

• Opportunity to work with a passionate and dedicated team
• A culture that fosters innovation, growth, and collaboration
• Competitive salary and benefits package
• Chance to make a significant impact on the future of inventory management
• Annual off-site retreats
• Home office stipend
• 401k match
• Yearly learning and development reimbursement

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.