Technical Customer Experience Specialist

Crunchbase

6d • Remote

About The Position

As a Technical Support Specialist at Crunchbase, you will be instrumental in supporting our API customers and delivering a high-quality technical support experience. This role requires a mix of customer empathy, product expertise, and technical proficiency to resolve issues efficiently and ensure customer satisfaction. You'll be responsible for working within Zendesk queues, handling our product suite, including API-related inquiries, and using your knowledge of SQL, Python, and system logs to diagnose and resolve customer issues. You’ll also help identify trends, contribute to documentation, and work cross-functionally to improve support processes and product quality.

Requirements

• Bachelor's degree in Business, Marketing, Communications, Information Technology, or a related field preferred
• Minimum of 3 years in a technical support, developer support, or customer-facing technical role.
• Proven experience managing mid to high ticket volume.
• In-depth understanding and quick adaptability in Crunchbase products, CX systems, and Zendesk.
• Proficiency with SQL, Python, and a working knowledge of REST APIs.
• Ability to investigate, troubleshoot and resolve technical issues independently.
• Familiarity with project-based initiatives and continuous improvement.
• Demonstrated curiosity and comfort using AI tools to enhance productivity and creativity
• Ability to identify when and how to use AI responsibly while maintaining data privacy and accuracy
• Strong communication skills, both written and verbal.
• Proactive problem-solving ability and a commitment to exceeding customer expectations.
• Ability to collaborate cross-functionally and relay customer feedback for continuous enhancement.

Nice To Haves

• Experience in SaaS or startup environments is a plus.

Responsibilities

• Be the go-to expert for both customers and internal teams, staying proactive in being informed about product updates and features to provide accurate and relevant information.
• Apply deep product and technical knowledge to diagnose complex customer issues, translate technical concepts into clear guidance, and ensure a seamless, confidence-building customer experience.
• Be a subject-matter expert on Crunchbase API products and systems to provide technical support to customers using our API, including authentication, query structure, data access, and integration guidance.
• Handle customer inquiries with professionalism, accuracy, efficiency, and empathy through Zendesk or email to troubleshoot issues, provide solutions, and exceed customer expectations to foster positive relationships.
• Leverage AI tools and insights to streamline customer experience workflows, personalize ongoing customer communications at scale, and surface experience trends and friction points to improve engagement and satisfaction.
• Identify recurring customer issues, contributing to systematic solutions for effective scaling, and enhancing tools and processes to ensure a smooth customer experience as the company grows.
• Engage in project-based initiatives to improve overall customer experience and operational efficiency, collaborating cross-functionally to implement innovative solutions and drive continuous improvement.
• Create and maintain detailed internal and external-facing documentation for products and services, ensuring it is comprehensive, accessible, and supports both customers and internal teams.
• Collaborate across departments to relay customer feedback and insights, acting as a bridge between customers and internal teams to facilitate effective communication and alignment, fostering continuous improvement.
• Performs other related duties as assigned.

Benefits

• Competitive compensation and equity — rewarding you for your contributions and ownership mindset
• Remote-first flexibility — work primarily from home within our list of approved states, with opportunities for in-person collaboration
• Comprehensive health benefits for you and your family, including medical, dental, and vision coverage (PPO, HDHP, and HMO options)
• Continuous learning support through generous reimbursement for professional development and skills growth
• 401(k) and Roth plans with an annual financial adviser check-in to help you plan your future
• Wellness resources — including a monthly stipend to support physical and mental health
• Work-from-home enablement — internet stipend and home office setup allowance
• Charitable giving match through our Town Hall awards and community impact initiatives
• A mission-driven, transparent team of creative thinkers and builders passionate about helping companies connect and grow

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees