Customer Experience Senior Specialist
New
S
SortlySaaS
United States, ETFull-TimeSenior
Salary60000 - 75000 USD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- Zendesk
Requirements
- 3+ years experience 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 communication skills.
- Ability to simplify complex technical concepts for non-technical audiences.
- Highly organized with project management skills.
- Ability to manage shifting priorities and balance multiple responsibilities.
- Ability to deliver results under pressure in a fully remote environment.
- Tech-savvy and quick to learn new tools, systems, and processes.
- Familiarity with AI tools and an understanding of how AI can improve customer support workflows, efficiency, and quality (preferred).
- Proactive and accountable, anticipating needs and taking ownership of outcomes.
- Results-driven self-starter who thrives in fast-paced environments.
- Collaborative, flexible, and eager team player.
Responsibilities
- 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.
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