Customer Experience Senior Specialist

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

Smart - We make decisions based on knowledge and understanding with the aim of creating and improving differentiated products that benefit our business and customers.

Inspiring - We embrace the spirit of entrepreneurship, taking considered risks and pushing ourselves to think boldly and creatively.

Empathetic - We are customer-centered by mission, with respect for the individual and a desire to create a great community.

Real - We seek opportunities to learn from our mistakes and successes, our colleagues and customers, and to help each other improve.

ABOUT THE ROLE

As a Customer Experience Senior Specialist, about 60% of your role will be to support our customers with billing needs, 20% will be supporting our general ticket queue, and the last 20% will be supporting identifying billing gaps and unblocking process inefficiencies. You will be the go-to for all things billing-related on the self-serve customer side of the business.

The role reports to the Customer Experience Manager.

This role will have general hours so that we can respond to billing inquiries in a timely manner, though we are flexible on the US-based timezone for the right candidate.

What you’ll be doing:

• Billing Tickets: Primarily handled via email, though you will be expected to schedule calls with customers as the need arises, you will handle our inbound billing tickets and cancellation requests.
• CX Ticket Support: As team members on the CX team are out or as ticket volume increases, you will cover the general ticket queue.
• Process Optimization: Work closely with your finance counterpart to ensure customers receive billing resolutions expediently.
• Special Projects: Execute and improve processes on built out projects and tests related to our existing customer base that support revenue growth.

Required Qualifications:

• Experience: 3+ years of experience in a customer experience, operations, or customer-facing role where billing tickets were a part of your day-to-day (SaaS experience is a plus but not required).
• Communication: Excellent verbal and written communication skills with the ability to present and influence effectively.
• Tech-Savvy: Comfortable with technology and eager to learn new software tools and systems.
• Results-Driven: A self-starter who thrives in a fast-paced environment and has a proven track record of meeting or exceeding sales goals.
• Customer-Centric: Strong ability to understand customer needs, solve problems, and provide solutions that drive business value.
• Team Player: Collaborative and works well with cross-functional teams.

Bonus Points If You Have:

• Experience in SaaS or B2B sales.
• Knowledge of inventory management processes or technologies.
• Familiarity with Salesforce or similar CRM tools.

Why Should You Work With Us?

In addition to collaborating with fun, passionate, and talented colleagues, you’ll enjoy:

• Remote-First Culture
  • Work from anywhere in the United States; we’ve been a remote-first company since day one.
• Competitive Compensation
  • Enjoy a comprehensive package including salary and potential referral bonuses.
• Flexible Time Off
  • Take the time you need to bring your best self to work.
• Flexible Working Hours
  • Set your own schedule and work at the times that suit you best.
• Healthcare & Wellness
  • Comprehensive health, dental, and vision benefits for you and your family.
  • Access to mental health and wellness resources.
• Professional Development
  • A stipend dedicated to learning and development, ensuring you can keep your skills sharp.
• Team Offsites & Events
  • Attend in-person gatherings focused on fun and team bonding.
• Supportive Environment
  • Work with peers who are invested in your success and eager to help you grow your career.

This is a full-time, 100% remote position, open to applicants in the United States. Candidates must be eligible to work in the U.S.

Know more about us at https://www.sortly.com/

Ready to help shape the future of data at Sortly? We’d love to hear from you—apply today!

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.