Customer Experience Specialist, Part-Time Contract
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Job Description
Part-time Customer Experience Specialist resolving email, account, product, and technical tickets for Sortly’s visual inventory management platform. Escalating issues and troubleshooting customer problems remotely.
Responsibilities:
- Resolve customer tickets by email with accuracy, empathy, and timely responses
- Escalate bugs, feature requests, and account handoffs with complete details
- Flag outdated Help Center articles
- Occasionally join a customer screenshare or call to troubleshoot
- Handle ticket volume during a major product rollout
- Resolve account, product, and technical tickets in HubSpot and route issues to the right team when needed
Requirements:
- 2 years of email-based customer support experience, ideally with a SaaS product
- Clear, warm written communication
- Strong follow-through and comfort working independently
- Bonus: HubSpot or similar help desk experience, mobile app troubleshooting, or AI tools in support
- Approximately 20 hours per week, Monday through Wednesday EST business hours
- 1099 independent contractor engagement through July 2027
Benefits:
- Approximately 20 hours per week
- Monday through Wednesday EST business hours
- Remote-first work environment
- 1099 independent contractor engagement through July 2027
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