Customer Experience Specialist (Part-Time Contract)
TLDR
Resolve account, product, and technical tickets in HubSpot during a major product rollout, escalating bugs and feature requests as needed.
About Sortly
Sortly is a simple, visual inventory management solution used by thousands of small businesses and teams within large organizations. We’re profitable, remote-first, and growing, with teams across 4 countries.
About the Engagement
We’re looking for an experienced customer support contractor to help our CX team handle ticket volume during a major product rollout. You’ll resolve account, product, and technical tickets in HubSpot and route issues to the right team when needed.
Scope of Work
- Resolve customer tickets by email with accuracy, empathy, and timely responses.
- Escalate bugs, feature requests, and account handoffs with complete details.
- Flag outdated Help Center articles you come across.
- Occasionally join a customer screenshare or call to troubleshoot.
What You Bring
- 2 years of email-based customer support experience, ideally with a SaaS product.
- Clear, warm written communication.
- Strong follow-through and comfort working independently.
- Bonus: HubSpot or similar help desk experience, mobile app troubleshooting, or AI tools in support.
Contract Details
- 1099 independent contractor engagement through July 2027
- Approximately 20 hours per week, Monday through Wednesday EST business hours
- $30/hr - 40/hr
Benefits
Flexible Work Hours
Approximately 20 hours per week, Monday–Wednesday EST business hours
Remote-Friendly
Remote-first work arrangement
Sortly offers a straightforward, multi-device inventory management solution that helps small and medium-sized businesses, as well as teams in various sectors like government and sports, efficiently track their consumables and assets. Our user-friendly, visual approach to inventory management sets us apart in a $20 billion market, empowering users with features like barcode scanning and customizable tracking.
- Founded
- Founded 2012
- Employees
- 11-50 employees
- Industry
- Air Freight & Logistics