Customer Support Specialist

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 infras