Technical Customer Experience Specialist

Overview

Crunchbase is a predictive solution that provides intelligence on private companies, powered by the unique combination of live private company data, AI, and market activity from over 80 million users. We predict private market movements that matter to help investors, deal makers, and analysts make the right decisions.

We are committed to fostering a positive, diverse, and inclusive culture by hiring for potential and embracing individuals with diverse perspectives, backgrounds, experiences, and skill sets. We value transparency and openness, believing that an inclusive environment strengthens our teams and enhances our products.

Crunchbase has a remote-first approach, and is open to hiring in residents of these states:
California, Colorado, Illinois, Florida, Georgia, Massachusetts, Nevada, New Jersey, New York, North Carolina, Oregon, Pennsylvania, South Carolina, Texas, Virginia, Washington, and Maine.

Our inclusive remote-first culture, competitive pay, and employee wellness benefits set us apart!

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.

• Product Expertise
  :
  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.

• Customer Service Excellence
  :
  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.

• AI Enablement
  :
  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.

• Scalability and Efficiency
  :
  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.

• Project Work
  :
  Engage in project-based initiatives to improve overall customer experience and operational efficiency, collaborating cross-functionally to implement innovative solutions and drive continuous improvement.

• Documentation
  :
  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.

• Collaboration
  :
  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.

• 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.

• Experience in SaaS or startup environments is a plus.

• 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.

• Demonstrated curiosity and comfort using AI tools to enhance productivity and creativity

• Ability to…