Customer Experience Manager

| San Francisco | Remote
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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, 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 subscribers understand the potential of our platform. 

What You'll Do:

  • Develop, support, and grow CX agents and ensure they have the knowledge, tools, and processes needed
  • Assess the performance of our systems, processes, and capacity in order to make recommendations for improvements and then execute
  • Develop strategies and execute on ways to streamline ticketing while maintaining an excellent user experience
  • Define and Refine CX organizational metrics
  • Create reports in Zendesk Explore and consistently measure the health of the CX Organization

What We're Looking For:

  • 4+ years in Customer Experience/Support at a SaaS company
  • 2+ years leading and managing a team
  • Data-driven individual with experience in developing and measuring CX critical metrics
  • Experience with delivering an excellent user experience while streamlining processes
  • Experience with scaling teams and processes during transformation
  • Proficient knowledge of CX tools, especially Zendesk administration and reporting

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

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. 


#LI-MD1 #BI-Remote

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Location

Our HQ is in a central location with plenty of restaurants, coffee, and boba places, with various public transportation stops close by.

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