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Customer Experience SpecialistSan Francisco, California, United States

Customer Experience Specialist

San Francisco | California | United States

You think you know Crunchbase, but what you don't know is that we're more than just a dataset of companies. Crunchbase is the go-to destination to find businesses to sell to, market to, research, work for, invest in, and buy from. We're aggressively capitalizing on this to become the single place to find information on the world's businesses, and customer success is a key component of our strategy.

The Crunchbase Customer Success team is growing, and we are looking for a passionate Customer Experience Specialist to provide the best onboarding and support experience for our customers on and Crunchbase Pro, our search and discovery tool. The ideal candidate will be a passionate, empathetic customer support expert who's cool under pressure and a savvy problem solver.

Sales and Customer Success at Crunchbase
The Crunchbase Sales and Customer Success team is responsible for spreading adoption of our API and SaaS products: Crunchbase Enterprise, Crunchbase for Applications and Crunchbase Pro, and supporting our customers using the platform.

As a Crunchbase Customer Experience Specialist, you will:
• Provide exceptional customer service to and resolve inquiries for Crunchbase customers via phone, email, and chat
• Anticipate issues and identify opportunities to replicate and systematize solutions used for other customers in order to support effective scaling as the team and customer base grows
• Communicate customer concerns internally to product and engineering teams
• Work collaboratively with Crunchbase Sales, Customer Success, and Content teams to empower client success and solve critical business challenges
• Create and maintain helpful documentation for use by our customers and internal team members

• Naturally possess a high level of empathy and play close attention to the needs of customers
• Are a clear and confident communicator
• Are highly organized and detail-oriented -- you can seamlessly handle multiple tasks with ease and accuracy
• Are a self-starter who enjoys wearing multiple hats
• Handle conflict with ease
• Are extremely coachable and constantly looking for opportunities to improve your craft
• Have a high standard for excellence and feel a great sense of satisfaction when customers are successful

• Approximately 2 years in a phone or email support position
• Excellent communication skills
• Strong technical understanding and capability
• Experience with Zendesk a plus but not required
• Must currently reside in the San Francisco Bay Area

What Crunchbase offers
• Competitive salary and equity
• A team of creative, transparent entrepreneurs driven to accomplish our mission
• Daily catered lunches and plenty of snacks
• Fitness reimbursement (to work off the catered lunches)
• Unlimited Paid Time Off (PTO) -- we don't track vacation days
• Incredible medical, vision and dental benefits for employees and their families
• 10 weeks fully paid parental leave for all new parents
• 401(k) and Roth plans, and free annual financial adviser check-in
• Free One Medical Group membership for employees and their families
• Monthly commuting stipend
• Free Lyft rides anywhere in the Bay Area after late nights at the office
• Prime location in the Financial District of SF, near BART and Muni stops
• Company and team offsites, retreats, events and happy hours

I'm interested

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