Customer Experience Manager (Remote)

  • 805 Veterans Boulevard, Redwood City, CA, us
  • Full-time

Company Description

Crunch.io is an innovative analytics company in the market research industry. We offer a survey data analysis platform that allows market researchers, analysts, and marketers to collaborate in a secure, cloud-based environment, using an intuitive drag-and-drop interface. Crunch users can quickly gain insights from their data and communicate them to their clients.

Job Description

In this position, you will

  • Provide friendly first line communication with customers
  • Develop user training materials and documentation
  • Identify and replicate bugs with the software and help our development team understand and prioritize resolutions
  • Own the customer support process to ensure that none of our users fall through the cracks
  • Analyze customer behavior to identify and prioritize areas of the product that need improvement
  • Help publicize and communicate new features by writing blog posts, user-friendly release announcements, etc.
Professional experience in software development is not a requirement for this position. This is an ideal role for someone who thinks critically and methodically, who has an intuitive sense of good user experience, and who can communicate with and translate between software developers and everyone else. Some experience with writing code will help you succeed in the role, and if you want to become a better programmer, you will have plenty of opportunities to grow.

Qualifications

Required skills:

  • 2 - 5 years experience in market research, survey analysis, or customer support
  • Educational or work experience in a quantitative field
  • Excellent verbal and written communication skills, including the ability to clearly explain complex topics to a variety of audiences
  • Self-motivated and able to manage and prioritize your work
  • Unwavering empathy for users

Nice to have, but not required:

  • Programming skills, or an interest in developing programming skills
  • Interest in quantitative analysis/data science (especially using R and Python)
  • Product management experience
  • Experience in remote work environments

Additional Information

Crunch is a well-funded, remote-first company with a collaborative and open culture. We are passionate about our product and our mission, and value work/life balance, efficiency, simplicity, and fantastic customer service.