Customer Experience Senior Specialist
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. As part of a small, collaborative CX team, you also help maintain and improve the help center and broader customer experience.
What You Will Do
- Customer Support Ownership: 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.
- Customer Onboarding & Enablement: 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.
- Cross-Functional Partnership:
- Engineering: Partner closely to report bugs, track resolution progress, update customers, and strengthen the CX and Engineering feedback loop
- Product: Serve as the voice of the customer by surfacing insights, trends, and feature requests across both product and account-related experiences.
- Process & Communication: 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. Operate as a collaborative team member in a small, fast-moving environment by sharing knowledge, supporting teammates, and stepping in to help where needed.
- Future Opportunities: Help shape the future of the CX team by training, onboarding, and motivating new hires.