Crunchbase · 5 hours ago
Technical Customer Experience Specialist
United States
Full-time
Remote
Mid Level
3+ years expCrunchbase is a predictive solution that provides intelligence on private companies, powered by live data and AI. The Technical Customer Experience Specialist will support API customers by delivering high-quality technical support and ensuring customer satisfaction through effective communication and problem-solving.
Artificial Intelligence (AI)B2BBig DataDatabaseInformation ServicesLead GenerationMarketingMobile AdvertisingSoftwareVideo
Responsibilities
Be the go-to expert for both customers and internal teams, staying proactive in being informed about product updates and features to provide accurate and relevant information
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
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
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
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
Engage in project-based initiatives to improve overall customer experience and operational efficiency, collaborating cross-functionally to implement innovative solutions and drive continuous improvement
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
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
Performs other related duties as assigned
Qualification
Required
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
Familiarity with project-based initiatives and continuous improvement
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
Strong communication skills, both written and verbal
Proactive problem-solving ability and a commitment to exceeding customer expectations
Ability to collaborate cross-functionally and relay customer feedback for continuous enhancement
Benefits
Comprehensive health benefits for you and your family, including medical, dental, and vision coverage (PPO, HDHP, and HMO options)
Continuous learning support through generous reimbursement for professional development and skills growth
401(k) and Roth plans with an annual financial adviser check-in to help you plan your future
Wellness resources — including a monthly stipend to support physical and mental health
Work-from-home enablement — internet stipend and home office setup allowance
Charitable giving match through our Town Hall awards and community impact initiatives
Company
Crunchbase
Crunchbase is a predictive private company intelligence solution, powered by live company data, AI, and market activity from 80M+ users.
51-200 employees
H1B Sponsorship
Crunchbase has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (4)
2023 (1)
2022 (5)
2021 (6)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$106.5MKey Investors
Alignment GrowthOMERS VenturesMayfield Fund
2022-07-20Series D· $50M
2019-10-31Series C· $30M
2017-04-06Series B· $18M
Leadership Team
Jager McConnell
Chief Executive Officer
Robert Conrad
Chief Technology Officer
Recent News
Crunchbase News
2026-01-14
2026-01-09
Company data provided by crunchbase