Senior Customer Experience Specialist
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Job Description
Customer Experience Senior Specialist delivering responsive support across account, product, and technical inquiries. Collaborating with Engineering and Product teams for customer insights and onboarding.
Responsibilities:
- 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.
Requirements:
- 3+ years on a SaaS CX team with hands-on responsibility for account, technical, and product support across tickets and calls.
- Skilled at identifying customer needs, solving problems, and providing solutions that positively impact CX metrics (CSAT, SLA, First Response Time).
- 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.
- Ideally, available 9 AM – 6 PM ET (with flexibility for the right candidate). The role will be required to provide coverage on some company-wide holidays.
- Quick to learn and comfortable navigating new tools, systems, and processes with minimal direction.
- Familiarity with AI tools and an understanding of how AI can improve customer support workflows, efficiency, and quality is strongly preferred.
- Anticipates needs, identifies opportunities for improvement, and takes ownership of outcomes.
- A self-starter who thrives in fast-paced environments, prioritizes effectively, and consistently delivers a high standard of service.
- Collaborative, flexible, and eager to support cross-functional partners and the evolving needs of a small, fast-paced CX team.
Benefits:
- We take care of our people.
- Sortly offers full health, dental, and vision coverage.
- 401(k) with company match.
- Learning stipend to support your continued growth and development.
- Plenty of opportunities to socialize with your colleagues through Random Coffee or Wellness chats.
- Annual in-person retreats.
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