Sortly

Customer Support

• The Customer Experience Senior Specialist serves as a frontline expert and internal connector, delivering responsive support across account, product, and technical inquiries.
• Using Zendesk, you manage a daily mix of tickets, schedule troubleshooting calls, and guide customers through onboarding.
• You'll work closely with Engineering to stay current on bugs and resolutions, and partner with Product to surface customer insights and trends.
• Handle ~40 support tickets per day across product, technical, and account-related inquiries 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.
• Support new customers in successfully adopting Sortly through clear, timely email guidance and scheduled Zoom sessions.
• Help customers get set up, understand core workflows, and ensure they are positioned for long-term success with the product.
• Partner closely 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.
• Help shape the future of the CX team by training, onboarding, and motivating new hires.

Senior Customer Experience Specialist