Senior Customer Support Specialist, Cofactr
$85-110k
More information about location
Full-service procurement automation for electronics
Be an early applicant
Full-service procurement automation for electronics
21-100 employees
Be an early applicant
$85-110k
More information about location
21-100 employees
Company mission
To redefine the electronics supply chain with a platform that combines powerful software, an electronics marketplace, and in-house logistics support
Role
Who you are
- 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
- 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
What the job involves
- 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 is an incredible opportunity to make a significant impact on Cofactr's customer experience strategy and infrastructure
- 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
Our take
Supply chain pressure, tariffs and reshoring have pushed manufacturers to rethink how they buy parts - and Cofactr has grown with that shift. WHat started as a sourcing platform is now a full procure-to-shop service. Hardware teams can upload a built of materials and Cofactr's AI handles finding suppliers, negotiating prices, ordering parts, storing them, and delivering production-ready kits. It's built for complex industries like aerospace, defense, robotics and medical devices, where compliance and traceability matter.
A key step forward was Cofactr's acquisition of Cogbase, which added more than 450,000 North American suppliers to its network. That expansion means the company can now help with both standard electronic components and custom-made hardware. It also speeds up what used to be a slow, manual process of finding and vetting suppliers, a major advantage as US manufacturers look to strengthen domestic supply chains.
The company has also made its platform free to start, removing upfront software feeds. So customers pay only for the parts and services they use, making it easier for smaller of fast-growing hardware teams to adopt. And the bigger vision is simple: make procurement something engineers don't have to think about, so they can focus on building products instead of chasing suppliers.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 6 rounds)
Dec 2024
$17m
SERIES A
Feb 2024
$2.1m
SEED
Total funding: $28.3m
Company HQ
Williamsburg, NY
Leadership
Matthew Haber
(Co-Founder & CEO)Prior to co-founding Cofactr in 2021, Matthew co-founded BeSide Digital where he served as Managing Director until it was acquired by MAS, where he became the VP of Interactive Production and Technology.
Phillip Gulley
(Co-Founder & CRO)Former Director of Media at 3-Legged Dog Media & Theatre Group in New York. Co-founded BeSide Digital along with Matthew, and helped lead the company to acquisition. After this, they became VP of Creative Experience Design at MAS.
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