Resolve customer account, product, and technical support tickets by email during a major product rollout. Escalate bugs, feature requests, and account handoffs, identify outdated Help Center content, and occasionally troubleshoot with customers via screenshare or phone. This is a remote, part-time independent contractor engagement requiring approximately 20 hours per week through July 2027.
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- Flag outdated Help Center articles you come across.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
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