Lead L1 customer support: manage ticket queue, deflect tickets via self-service, advocate for customers, collaborate with product and engineering, create processes and knowledge base, and track support metrics to improve response and resolution.
Cofactr is on a mission to empower those who get the critical work done. We're bridging the gaps left by traditional supply chain management solutions, 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 revenue grow consistently, supported by substantial venture funding from esteemed VCs, including Bain Capital Ventures, including our most recent Series A capital raise 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 make one of the most complex challenges in the world, the global electronics supply chain, into a scalable and intuitive tool. We value transparency and trust among our team 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, oversee 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 make a significant impact on Cofactr's customer experience strategy and infrastructure.
Key Responsibilities
- L1 Support: Provide first-line support for customer issues, ensuring accurate, prompt, and empathetic communication.
- Ticket Queue Management: Monitor and manage the ticket queue, prioritizing and addressing customer concerns efficiently.
- 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 point 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 customer success 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 Base Creation: Contribute to the creation and maintenance of a comprehensive knowledge base to empower customer self-service and reduce ticket volume.
What we're looking for
- Experience: 6+ years of experience in customer support or a related 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 efficiently.
- Communication: Excellent verbal and written communication skills with a customer-centric mindset.
- 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 complex technical issues and bringing them to resolution leveraging x functional partner efficiently.
- Tech Stack Experience: Familiarity with support tools (e.g., SFDC, Pylon, etc) and the ability to quickly learn new platforms and technologies (Pylon, Statisfy, Metabase, Gainsight, etc).
- Adaptability: Comfortable working in a fast-paced, early-stage startup environment and contributing to building out scalable processes from scratch.
Why Join Us
- 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 make 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 ideas and contributions matter.Experience: 6+ years of experience in customer support or a related 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 efficiently.
- Communication: Excellent verbal and written communication skills with a customer-centric mindset.
- 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 complex technical issues and bringing them to resolution leveraging x functional partner efficiently.
- Tech Stack Experience: Familiarity with support tools (e.g., SFDC, Pylon, etc) and the ability to quickly learn new platforms and technologies (Pylon, Statisfy, Metabase, Gainsight, 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 within 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 make a meaningful difference!
We are an equal opportunity employer that values and welcomes diversity. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, 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 resident 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.
Top Skills
Gainsight
Mes
Metabase
Plm
Pylon
SFDC
Statisfy
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