Technical Customer Experience Specialist

About This Role

Support API customers by providing high-quality technical assistance, leveraging product expertise and technical proficiency to resolve issues and ensure customer satisfaction. This role requires working with Zendesk, SQL, Python, and system logs to diagnose and resolve customer issues while identifying trends and improving support processes.

Responsibilities

• Apply deep product and technical knowledge to diagnose complex customer issues, translate technical concepts into clear guidance, and ensure a seamless customer experience.
• Act as a subject-matter expert on Crunchbase API products and systems, providing technical support for API related inquiries including 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 customer communications, and identify experience trends.
• Identify recurring customer issues and contribute to systematic solutions for scaling, enhancing tools and processes.
• 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
• 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
• 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

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

Skills

* Required skills

Benefits