Customer Experience Specialist

San Francisco, CA
Sales & CS
Full-time
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.

Crunchbase is growing, and we are looking for a passionate Customer Experience Specialist to provide the best on-boarding and support experience for our customers on crunchbase.com and Crunchbase Pro, our search and discovery tool. You should be motivated, be a compassionate customer support expert who is comfortable multitasking and creatively solving problems.

CUSTOMER EXPERIENCE AT CRUNCHBASE
Customer experience is a significant focus at Crunchbase. The 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. 

AS A CRUNCHBASE CUSTOMER EXPERIENCE SPECIALIST, YOU WILL:
 • Be the customer advocate, providing exceptional service for Crunchbase customers via email and chat
 • Anticipate issues and seek opportunities to replicate and systematize solutions used for other customers in order to support effective scaling
 • Build and maintain effective internal and external-facing documentation
 • Work cross-functionally with all Crunchbase teams to continuously improve the customer experience

ABOUT YOU
 • You naturally possess a high level of compassion and play close attention to the needs of customers
 •  You're highly organized and detail-oriented, and possess exceptional written and verbal communication
 •  You seamlessly handle multiple tasks with ease and accuracy while being flexible and rolling with the punches
 •  You are a self-starter who enjoys wearing multiple hats who is constantly looking for opportunities to improve
 • You have a high standard for perfection and feel a sense of satisfaction when customers are successful

QUALIFICATIONS
 • 2+ years in a customer experience focused role, with phone, chat, or email support
 • Excellent communication skills
 • Strong technical understanding and capability
 • Experience with Zendesk a plus but not required

WHAT CRUNCHBASE OFFERS
• Competitive salary and equity
• Generous Reimbursement policy for learning and development activities
• Daily catered lunches and plenty of snacks
• Fitness reimbursement (to work off the catered lunches)
• Flexible Paid Time Off (PTO)
• Volunteering Paid Time Off
• Incredible medical, vision and dental benefits for employees and their families
• Free One Medical Group membership for employees and their families
• 401(k) and Roth plans, and free annual financial adviser check-in
• 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
• A team of creative, transparent entrepreneurs driven to accomplish our mission

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.