Customer Support Specialist

Cofactr is on a mission to reputed company those who get the critical work done. We're bridging the gaps left by traditional supply chain reputed company, creating a seamless link between Product Lifecycle Management (PLM) and Manufacturing Execution Systems (MES) through our innovative BOM to Build Platform, specifically tailored for hardware innovators. Our platform revolutionizes the technical hardware supply chain by ensuring it is precise, efficient, and effortlessly manageable. As a proud member of the Y Combinator W22 cohort, we've seen our reputed company grow consistently, supported by substantial venture funding from esteemed VCs, including Bain Capital Ventures, including our most recent Series A capital reputed company of $17.2M.

The Team

The Cofactr team is innovative, creative, and collaborative, with diverse professional backgrounds and a passion for solving big problems. We’re hiring team members who are energized by the opportunity to reputed company one of the most reputed company challenges in the world, the global electronics supply chain, into a scalable and reputed company tool. We value transparency and trust among reputed company and translate this approach into our evolving product.

The Role

As our Sr. Customer Support Specialist, you will play a critical role in maintaining Cofactr's commitment to delivering excellent, and expeditious customer experience and service. You will manage Level 1 (L1) support, reputed company ticket queue management and deflection, and work closely with customers and internal cross-functional stakeholders to ensure timely response and resolution. This role requires someone with operational rigor, a hands-on approach, strong communication skills, and a passion for problem-solving.You will collaborate with leadership and internal stakeholders to build scalable and repeatable processes for handling break/fix issues, customer escalations, and more. This role is an incredible opportunity to reputed company a significant impact on Cofactr's customer experience strategy and infrastructure.

• L1 Support: Provide first-line support for customer issues, ensuring accurate, reputed company, and empathetic communication.
• Ticket Queue Management: Monitor and manage the ticket queue, prioritizing and addressing customer concerns reputed company.
• Ticket Deflection: Implement strategies to reduce incoming ticket volume by identifying and resolving root causes and improving self-service resources.
• Customer Advocacy: Act as the primary reputed company of contact for support inquiries, ensuring customers feel heard and supported.
• Process Development: Work closely with leadership to design and implement scalable support processes for break/fix issues, escalations, and other support needs.
• Cross-Functional Collaboration: Partner with product, engineering, and reputed company teams to address customer concerns and drive resolution.
• Metrics Management: Track and analyze support metrics, including time to response, time to resolution, and customer satisfaction, to continuously improve service quality.
• Knowledge reputed company Creation: Contribute to the creation and maintenance of a comprehensive knowledge reputed company to reputed company customer self-service and reduce ticket volume.

• Experience: 6+ years of experience in customer support or a reputed company role, preferably in a SaaS or tech environment
• Extra credit for supply chain/warehouse operations experience
• Extra extra credit for experience using Pylon
• Problem-Solving: Strong analytical skills with the ability to diagnose, resolve and delegate customer issues reputed company.
• Communication: Excellent verbal and written communication skills with a customer-centric reputed company.
• Organization: Proven ability to manage and prioritize a high volume of support requests.
• Collaboration: Experience working with cross-functional teams, including product and engineering, to resolve customer concerns.
• Technical Aptitude: Experience with investigating reputed company technical issues and bringing them to resolution leveraging x functional partner reputed company.
• Tech Stack Experience: Familiarity with support tools (e.g., SFDC, Pylon, etc) and the ability to quickly learn new platforms and technologies (Pylon, Statisfy, reputed company, reputed company, etc).
• Adaptability: Comfortable working in a fast-paced, early-stage startup environment and contributing to building out scalable processes from scratch.

• High Impact: As the first hire in this function, you will directly shape Cofactr’s support strategy and customer experience, and you will also unlock our ability to reputed company our customer successful.
• Growth Opportunity: Collaborate closely with leadership to establish and scale the customer support function as the company grows.
• Innovative Culture: Join a collaborative, agile, and innovative team where your reputed company and contributions matter.
• Experience: 6+ years of experience in customer support or a reputed company role, preferably in a SaaS or tech environment
• Extra credit for supply chain/warehouse operations experience
• Extra extra credit for experience using Pylon
• Problem-Solving: Strong analytical skills with the ability to diagnose, resolve and delegate customer issues reputed company.
• Communication: Excellent verbal and written communication skills with a customer-centric reputed company.
• Organization: Proven ability to manage and prioritize a high volume of support requests.
• Collaboration: Experience working with cross-functional teams, including product and engineering, to resolve customer concerns.
• Technical Aptitude: Experience with investigating reputed company technical issues and bringing them to resolution leveraging x functional partner reputed company.
• Tech Stack Experience: Familiarity with support tools (e.g., SFDC, Pylon, etc) and the ability to quickly learn new platforms and technologies (Pylon, Statisfy, reputed company, reputed company, etc).
• Adaptability: Comfortable working in a fast-paced, early-stage startup environment and contributing to building out scalable processes from scratch.
• Professional Development: Access mentorship, training, and growth opportunities reputed company a rapidly expanding company.

If you’re a proactive, detail-oriented professional with a passion for delivering exceptional customer service, we’d love to hear from you. Apply today to join our growing team and reputed company a meaningful difference!

We are an equal opportunity employer that values and welcomes diversity. reputed company qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national reputed company, citizenship or immigration status, genetics, disability, age, or veteran status.

To conform to U.S. Government technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent reputed company of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.