Sortly

Manage support tickets and provide technical troubleshooting while collaborating with teams to improve customer experience. | 3+ years SaaS customer experience with strong communication, organizational skills, and proactive problem-solving in a remote setting. | 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. Experience: 3+ years on a SaaS CX team with hands-on responsibility for account, technical, and product support across tickets and calls. Customer-Centric: Skilled at identifying customer needs, solving problems, and providing solutions that positively impact CX metrics (CSAT, SLA, First Response Time).Communication: Excellent verbal and written skills with the ability to simplify complex technical concepts for non-technical audiences and build trust with customers. Project Management: Highly organized with the ability to manage shifting priorities, balance multiple responsibilities, and deliver results under pressure in a fully remote environment. Preferred schedule: Ideally, available 9 AM – 6 PM ET (with flexibility for the right candidate). The role will be required to provide coverage on some company wide holidays. Tech- Savvy: Quick to learn and comfortable navigating new tools, systems, and processes with minimal direction. Familiarity with AI tools and an understanding of how AI can improve customer support workflows, efficiency, and quality is strongly preferred. Proactive & Accountable: Anticipates needs, identifies opportunities for improvement, and takes ownership of outcomes. Follow through with consistency and reliability, knowing your contributions have a direct impact on the team. Results-Driven: A self-starter who thrives in fast-paced environments, prioritizes effectively, and consistently delivers a high standard of service. Team Player: Collaborative, flexible, and eager to support cross-functional partners and the evolving needs of a small, fast-paced CX team. Annual Salary: $60, 000 - $75, 000 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. We take care of our people. Sortly offers full health, dental, and vision coverage, 401(k) with company match, and a learning stipend to support your continued growth and development. And plenty of opportunities to socialize with your colleagues through Random Coffee or Wellness chats. As well as our annual in-person retreats.

Lead and scale a customer success team while managing a small strategic book of business to drive adoption, retention, and expansion. | 5+ years SaaS Customer Success experience, 3+ years people management, strong operational skills, and experience in a high-growth SaaS environment. | 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 Real - We lead with authenticity, show transparency through being honest and clear, and take accountability by owning our actions and outcomes. Inspiring - We think big, empower others to achieve their best, and celebrate wins by recognizing large and small contributions. Smart - We demonstrate First Principles thinking by always asking “why” and seek to understand deeply, embrace growth mindset and drive decisions with data. Empathetic - We are humble and listen with an open mind, show up mentally and emotionally to make others feel valued, and consider how our actions impact others. Who You Are You are a strategic, empathetic, and performance-driven leader who thrives in a player-coach environment. You bring deep experience in customer success and are ready to lead, scale, and elevate a team of CSMs while maintaining hands-on engagement with a small, strategic book of business. You know how to inspire, coach, and hold accountable a team, while building scalable success motions that drive adoption, retention, and expansion across the SMB and Mid-Market customer base. What You’ll Do While you will manage a small number of customer relationships, your primary responsibilities lie in team leadership, strategic execution, and cross-functional influence. Team Leadership (~70%) Hire, mentor, and lead a high-performing CS team Provide regular coaching and 1:1s to drive growth and engagement Set performance goals, track KPIs (NRR, churn, CSAT), and lead quarterly reviews Partner with senior leadership to shape career paths, development plans, and feedback frameworks Collaborate on scalable CS strategies with senior leaders Foster a customer-centric culture rooted in outcomes and Sortly’s values Customer Strategy & Operations Design and optimize CS processes: playbooks, journeys, and engagement models Lead initiatives to improve retention, reduce churn, and drive expansion Oversee onboarding, health monitoring, and success planning Represent CS in executive forums, sharing performance insights and opportunities Cross-Functional Collaboration Partner with Sales, Product, Support, and RevOps to align on customer experience Champion the voice of the customer to influence roadmap and GTM strategies Player (~30%) Manage a small book of high-value accounts to model best practices Lead renewals, QBRs, and proactive value delivery Test and iterate on new playbooks before team-wide rollout Qualifications and What Sets You Apart 5+ years of SaaS Customer Success experience, including full-lifecycle ownership for SMB or Mid-Market accounts. Ideally in the $5-25k/yr ACV range Excellent cross-functional collaboration skills with a bias for over-communication and ability to navigate change management in a quickly growing organization. 3+ years of people management experience leading a CS or similar customer-facing team. Strong operational chops and experience owning or building CS processes and motions A track record of driving measurable customer outcomes (NRR, expansion, CSAT) Strong interpersonal and communication skills - you lead with empathy and clarity Experience in a fast-paced, high-growth SaaS environment, ideally between 50-150 employees Bonus: Familiarity with inventory, supply chain, or operational tools WHY JOIN SORTLY Opportunity to work with a passionate and dedicated team A culture that fosters innovation, growth, and collaboration Competitive salary and benefits package Chance to make a significant impact on the future of inventory management Annual off-site retreats Home office stipend 401k match Yearly learning and development reimbursement Annual salary: $125,000 - $185,000 On-target earnings: $144,000 - $213,000 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.

As Director of Product Marketing, you will own the strategy and execution for how Sortly’s products are positioned, launched, and scaled in the market. This role is critical in shaping Sortly’s narrative, driving customer adoption, and enabling revenue growth. | The role requires 7-10 years of product marketing experience with a proven record of driving growth in B2B SaaS environments. Expertise in crafting go-to-market strategies and strong analytical skills are essential. | 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 Real - We lead with authenticity, show transparency through being honest and clear, and take accountability by owning our actions and outcomes. Inspiring - We think big, empower others to achieve their best, and celebrate wins by recognizing large and small contributions. Smart - We demonstrate First Principles thinking by always asking “why” and seek to understand deeply, embrace growth mindset and drive decisions with data. Empathetic - We are humble and listen with an open mind, show up mentally and emotionally to make others feel valued, and consider how our actions impact others. ABOUT THE ROLE As Director of Product Marketing, you will own the strategy and execution for how Sortly’s products are positioned, launched, and scaled in the market. This role is critical in shaping Sortly’s narrative, driving customer adoption, and enabling revenue growth. You will develop compelling messaging, lead go-to-market (GTM) strategies, and collaborate across teams to establish Sortly as the leader in inventory and asset management solutions. WHAT YOU'LL DO Go-to-Market Leadership: Develop and execute global GTM strategies for new products, features, and market segments. Positioning & Messaging: Define clear, differentiated value propositions and ensure consistent messaging across all channels and materials. Market & Customer Insights: Lead market research and competitive analysis to identify trends, customer needs, and opportunities. Enablement & Collateral: Create impactful marketing and sales materials—including case studies, whitepapers, webinars, and videos—to support internal teams and engage external audiences. Cross-Functional Collaboration: Partner with product, sales, and marketing teams to align roadmaps and deliver integrated campaigns that drive adoption and retention. Performance Optimization: Establish KPIs, analyze campaign performance, and refine strategies to maximize ROI and growth. REQUIREMENTS 7–10 years of product marketing experience with a proven record of driving growth in B2B SaaS environments. Expertise in crafting GTM strategies, leading product launches, and enabling sales teams. Strong analytical and storytelling skills with the ability to translate data and insights into actionable plans. Experience in inventory management, asset tracking, or procurement solutions is highly desirable. Comfortable operating in fast-paced, dynamic environments and managing multiple initiatives simultaneously. WHY JOIN SORTLY Opportunity to work with a passionate and dedicated team A culture that fosters innovation, growth, and collaboration Competitive salary and benefits package Chance to make a significant impact on the future of inventory management Annual off-site retreats Home office stipend 401k match Yearly learning and development reimbursement Annual Salary: $160,000 - $190,000 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.