- 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 Sortly.
- Support new customers in successfully adopting Sortly through clear, timely email guidance and scheduled Zoom sessions.
- Partner closely with Engineering 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 to Product.
- Contribute to building a world-class CX operation by suggesting improvements, optimizing workflows, and communicating clearly.
- Regularly contribute to weekly, bi-weekly, and monthly meetings by sharing insights on customer trends, recurring issues, and opportunities to improve the customer experience.
- Operate as a collaborative team member in a small, fast-moving environment by sharing knowledge, supporting teammates, and stepping in to help where needed.
- Help shape the future of the CX team by training, onboarding, and motivating new hires.
Zendesk