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.

Requirements

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.

Benefits

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.
Professional Development: Access mentorship, training, and growth opportunities within a rapidly expanding company.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportticket managementproblem-solvinganalytical skillstechnical issue resolutionprocess developmentmetrics managementknowledge base creationself-service resourcesSaaS

Soft Skills

communicationorganizationcollaborationcustomer-centric mindsetadaptabilityempathyprioritizationcross-functional teamworkdiagnosisdelegation