Legal Marketing and Case Support Specialist
Job Duck
Senior Customer Experience Specialist, Product
Sortly
full-time
Posted on:
Location Type: Remote
Location: Remote • Alabama, Missouri, North Carolina, South Carolina, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $70,000 - $85,000 per year
Job Level
Senior
About the role
- 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.
- Own product-focused content in our customer knowledge base, including writing and updating articles and maintaining accurate screenshots.
- Partner closely with Engineering to report bugs, track resolution progress, and update customers.
- Serve as the voice of the customer by surfacing insights and feature requests to Product.
- Contribute to building a world-class CX operation by suggesting improvements and optimizing workflows.
- Help shape the future of the CX team by training, onboarding, and motivating new hires.
Requirements
- 3+ years on a SaaS CX team with hands-on responsibility for technical and product-related support (tickets + calls).
- Excellent verbal and written 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.
- Quick to learn and comfortable navigating new tools, systems, and processes with minimal direction.
- 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.
- A self-starter who thrives in fast-paced environments, prioritizes effectively, and consistently delivers a high standard of service.
- Skilled at identifying customer needs, solving problems, and providing solutions that positively impact CX metrics (CSAT, SLA, First Response Time).
- 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.
- Collaborative, flexible, and eager to support cross-functional partners and the evolving needs of the CX team as we scale.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaStechnical supportproduct supporttroubleshootingcustomer knowledge baseCX metricsCSATSLAFirst Response Timeproduct best practices
Soft skills
verbal communicationwritten communicationorganizational skillsproblem-solvingcustomer empathyself-startercollaborationflexibilityownershiptime management
