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 Escalate bugs, feature requests, and account handoffs, identify outdated Help Center content, and occasionally troubleshoot with customers via screenshare or phone.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- Flag outdated Help Center articles you come across.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
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
