Customer Experience Specialist

Crunchbase

San Francisco, CA, US / Los Angeles, CA, US / New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/07/2021
  • Website: crunchbase.com
  • Company Address: 564 Market Street Suite 700, San Francisco, CA, 94104

About Crunchbase

Crunchbase is the leading destination where you can discover innovative companies, connect with the people behind them, and uncover new opportunities. Our mission is to democratize the way innovators connect to opportunities, and over 50 million professionals—including entrepreneurs, investors, market researchers, and sales people—trust Crunchbase to inform their business decisions. Companies all over the world rely on Crunchbase to power their applications, making over one billion API calls on our platform each year.

Job Description

About Crunchbase
Crunchbase is the best place to discover innovative companies, connect with the people behind them, and uncover new opportunities. Over 50 million professionals—including entrepreneurs, investors, market researchers, and salespeople—trust Crunchbase to inform their business decisions. We believe diverse thinking fosters the discovery of new solutions and surfaces old problems that need answers. We are democratizing access to opportunities so that people and companies with different perspectives can accelerate innovation for a better future. We are proud to build products that will shape how companies and people connect for the future.
 
Crunchbase is committed to a positive, diverse, and inclusive culture by hiring for potential, focused on the inclusion of people who have different ways of thinking, different viewpoints, different backgrounds, and different skill sets. We value a transparent and open culture that positively impacts our teams and our products.
 
Customer Experience at Crunchbase
Customer experience is a significant focus at Crunchbase. The Crunchbase Customer Experience team is responsible for supporting our users throughout the entire customer lifecycle. We help our community of users contribute to our expansive dataset, and our Crunchbase Pro subscribers understand the potential of our platform.
 
The Crunchbase Customer 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 crunchbase.com and Crunchbase Pro, our search and discovery tool. The ideal candidate will be a motivated, empathetic customer support specialist who is comfortable multitasking and creatively solving problems.

What You'll Do:

    • Earn customer love by providing outstanding customer service for Crunchbase customers via email and chat
    • Anticipate issues and find opportunities to replicate and systematize solutions used for other customers in order to support effective scaling as the team and customer base grows
    • Build and maintain helpful internal- and external-facing documentation
    • Work cross-functionally with all Crunchbase teams to continuously improve the customer experience

What We're Looking For:

    • At least 1 year in a customer-facing position
    • Naturally possess a high level of empathy and pay close attention to the needs of customers
    • Are a clear and confident communicator
    • Are highly organized and detail-oriented
    • Seamlessly handle multiple tasks with ease and accuracy
    • Are flexible and can roll with the punches
    • Constantly looking for opportunities to improve
    • Have a high standard for excellence and feel a great sense of satisfaction when customers are successful
    • Strong technical understanding and capability
    • Experience with Zendesk or other customer support software a plus but not required
Why Crunchbase
Crunchbase values fostering growth and developing our craft by offering a generous Learning and Development reimbursement policy for all employees to use towards classes, events, conferences, and more. We look for ways to give back to our community by giving 4 days off for volunteering per year. We understand the value of taking time to refresh and offer flexible paid time off. We are working to build a better future for everyone, and offer an annual carbon-offset paid by Crunchbase for all employees. These are just a few examples of our generous benefits package, check out our careers page to find out more.
 
 
 
Crunchbase does not discriminate on the basis of race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, veteran status, military obligations, or marital status. Every day our team is honored to work with entrepreneurs and innovators from every corner of the globe, and we aim to build a team that reflects the diversity of our customers. Each individual at Crunchbase brings their own perspectives, work experiences, lifestyles, and cultures with them, and we believe that a more diverse team creates more innovative products, provides a better service to its customers, and helps us all grow and learn as individuals.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.