Customer Experience Associate

Job Description

About Crunchbase Crunchbase helps over 70 million people around the world connect with the companies and people that matter. We are democratizing access to opportunities so that entrepreneurs, investors, job seekers, salespeople, and others can accelerate innovation for a better future. We are proud to build products that are shaping how companies and people connect, using our intelligence and data to help them communicate in a more meaningful way with one another. We are 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. Crunchbase has a remote-first approach, and is open to hiring in these locations: Atlanta, Austin, Boston, Chicago, Denver, Las Vegas, Los Angeles, Miami, Minneapolis, New York, Philadelphia, Portland, Raleigh, San Francisco, and Seattle 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 Associate 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 associate 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
• 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

What Crunchbase Offers:

• Competitive salary and equity
• Remote first policy
• Generous Reimbursement policy for learning and development activities
• Monthly fitness / mental health reimbursement
• 14 weeks of fully-paid time off for new parents
• 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 internet stipend
• Work from home allowance to purchase furniture for your work from home space
• Annual carbon offset
• Matching charity contributions for our Townhall awards
• A team of creative, transparent entrepreneurs driven to accomplish our mission

At Crunchbase, we value team members who are passionate and enthusiastic about what we're building here. We believe there is no "perfect" candidate, and want to encourage applying even if all the requirements listed aren’t met. If you're passionate about Crunchbase and looking to learn and grow, then we look forward to reviewing your application! 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. Apply for this job