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 Escalate bugs, feature requests, and account handoffs, identify outdated Help Center content, and occasionally troubleshoot with customers via screenshare or phone.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- Flag outdated Help Center articles you come across.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 Singapore Tech Scene
The digital revolution has driven a constant demand for tech professionals across industries like software development, data analytics and cybersecurity. In Singapore, one of the largest cities in Southeast Asia, the demand for tech talent is so high that the government continues to invest millions into programs designed to develop a talent pipeline directly from universities while also scaling efforts in pre-employment training and mid-career upskilling to expand and elevate its workforce.
