Technical Customer Experience Specialist

• Apply deep product and technical knowledge to diagnose complex customer issues
• Be a subject-matter expert on Crunchbase API products and systems to provide technical support
• Handle customer inquiries with professionalism, accuracy, efficiency, and empathy through Zendesk or email
• Leverage AI tools and insights to streamline customer experience workflows
• Identify recurring customer issues, contributing to systematic solutions for effective scaling
• Engage in project-based initiatives to improve overall customer experience and operational efficiency
• Create and maintain detailed internal and external-facing documentation for products and services
• Collaborate across departments to relay customer feedback and insights

• 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 identify when and how to use AI responsibly while maintaining data privacy and accuracy

Experience in SaaS or startup environments is a plus

• Competitive compensation and equity
• Remote-first flexibility
• Comprehensive health benefits for you and your family
• Continuous learning support through generous reimbursement for professional development
• 401(k) and Roth plans with an annual financial adviser check-in
• Wellness resources including a monthly stipend
• Work-from-home enablement — internet stipend and home office setup allowance
• Charitable giving match through our Town Hall awards and community impact initiatives