Customer Experience Specialist (Part-Time Contract)

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• Flag outdated Help Center articles you come across.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