Customer Experience, Senior Specialist (Product)

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

Real - We lead with authenticity, show transparency through being honest and clear, and take accountability by owning our actions and outcomes.

Inspiring - We think big, empower others to achieve their best, and celebrate wins by recognizing large and small contributions.

Smart - We demonstrate First Principles thinking by always asking “why” and seek to understand deeply, embrace growth mindset and drive decisions with data.

Empathetic - We are humble and listen with an open mind, show up mentally and emotionally to make others feel valued, and consider how our actions impact others.

WHO YOU ARE

You thrive in a fast-paced, growth-oriented environment and are ready to take ownership of key CX functions. As part of a small but mighty team, you are a self-starter who anticipates needs, acts proactively, and holds yourself accountable for delivering results. You’re also excited about technology, eager to learn how products work, and curious about new tools — making you a trusted resource for both customers and internal teams.

WHAT YOU'LL DO

This full-time role is ideal for someone who enjoys being a utility player in a growing CX department. The scope may evolve as the business grows, but your responsibilities will include :

• Customer Support Ownership : 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.
• Knowledge Base Management : With support from the CX Manager, own product-focused content in our customer knowledge base. This includes writing and updating articles, creating or refreshing video content, and maintaining accurate screenshots.
• Cross-Functional Partnership :
• Engineering : Partner closely to report bugs, track resolution progress, update customers, and strengthen the CX <>

Eng feedback loop.

We’re looking for someone available 9 AM – 6 PM ET (with flexibility for the right candidate). There is an expectation to provide coverage on some company wide holidays.

WHAT YOU BRING

BONUS POINTS IF YOU HAVE

Annual Salary : $70,000 - $85,000

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.