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Customer Experience Specialist

8 hours, 51 minutes ago
India
Full-time
Mid Level
Customer Success
Customer and Technical Support
Bash OWASP Salesforce SSH Tableau
Apply Now
Bugcrowd

Bugcrowd

Bugcrowd provides a crowdsourced cybersecurity platform that connects organizations with elite security researchers to enhance security measures through managed bug bounty programs, penetration testing, and vulnerability disclosure initiatives.

Internet Software & Services
1K-5K
Founded 2012
$79M raised
View All Jobs 20

Description

  • Understand client requirements, manage expectations, and implement strategies to support successful program delivery.
  • Own review and resolution of aging submissions in Freshdesk, coordinating with customers, researchers, and internal teams.
  • Advocate for customers by collecting, analyzing, and interpreting client and team feedback for the Product team.
  • Support Customer Experience Managers with administrative work, client issues, credentials, and meeting preparation and follow-up.
  • Document client interactions, processes, notes, and strategic plans in Gainsight, Salesforce, and Freshdesk, and create programs in the Bugcrowd platform.
  • Use Gainsight, Salesforce, and Tableau to identify trends, uncover opportunities, and escalate or remediate operational gaps.
  • Respond to customer inquiries within SLA timelines and maintain clear response-time expectations.
  • Review project requirements, identify cross-functional dependencies, delegate responsibilities, and ensure timely completion of work.
  • Own key customer journey touchpoints, including onboarding, performance reviews, retention, and the renewal lifecycle for the Shared Success segment.
  • Communicate with clients via email, Zoom, Slack, and CEM email while handling complex issues and maintaining confidentiality.

Requirements

  • Exceptional written and verbal communication skills, with the ability to explain complex concepts to diverse audiences.
  • Empathy, diplomacy, honesty, and strong customer-focused judgment.
  • Ability to independently solve technical and non-technical problems and troubleshoot effectively.
  • Strategic thinking combined with a willingness to execute and take on any task, big or small.
  • High capacity to prioritize and manage meetings, tasks, admin work, email, and project work with minimal supervision.
  • Experience or familiarity with common attack vectors and security testing methodologies, including the OWASP Top 10 (preferred).
  • Technical savvy with an interest in using data, analytics, and automation to drive ROI (preferred).
  • Power user or expert-level experience with Gainsight, Slack, and Salesforce (preferred).
  • Familiarity with command line tools and utilities such as Bash, SSH, and grep (preferred).
  • Ability to remain stationary for 50% of the time and carry or move a laptop as needed during the workday.

Benefits

  • 100% remote, work-from-home position.
  • Opportunity to work on a growing customer experience team supporting Bugcrowd’s platform programs.
  • Inclusive, collaborative company culture that values diverse backgrounds and perspectives.
  • Reasonable accommodations provided for individuals with disabilities when needed.
  • Background check process that considers applicants with conviction histories to the extent required by law.

Interested in this position?

Apply directly on the company website

Apply Now

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