Technical Customer Experience Specialist

About This Role

This role supports Crunchbase API customers by providing high-quality technical support, diagnosing complex issues with product expertise, and ensuring customer satisfaction. The specialist will work within Zendesk queues, handle API-related inquiries, and leverage SQL, Python, and system logs to resolve customer issues.

Responsibilities

• Apply deep product and technical knowledge to diagnose complex customer issues and translate technical concepts into clear guidance.
• Be a subject-matter expert on Crunchbase API products and systems, providing technical support for authentication, query structure, data access, and integration.
• Handle customer inquiries with professionalism, accuracy, efficiency, and empathy through Zendesk or email.
• Leverage AI tools and insights to streamline customer experience workflows, personalize communications, and identify friction points.
• Identify recurring customer issues and contribute to systematic solutions for effective scaling and process enhancement.
• 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, acting as a bridge between customers and internal teams.

Requirements

• Minimum of 3 years in a technical support, developer support, or customer-facing technical role.
• 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.

Qualifications

• 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.

Nice to Have

• Experience in SaaS or startup environments.
• 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.

Skills

* Required skills

Benefits