Customer Experience Specialist

Job Summary

Bugcrowd is looking for a creative, enterprising, and intrinsically motivated individual to join our growing Customer Experience Specialist Team. As the Customer Experience Specialist, you’ll be part of an impactful team of individuals directly responsible for helping ensure the success of each and every program on the Bugcrowd platform; of which, there are a good many - and growing daily!

As the Customer Experience Specialist, you will work directly with our SMB customers throughout the entire customer lifecycle. You will be expected to drive results that tie back to strategic business goals for your team’s goals. The Customer Experience Team is integral in creating and articulating a clear path to success for clients, as well as providing technical guidance across a wide variety of situations.

This position will report to the Senior Manager of Customer Experience.

Essential Duties & Responsibilities

This is an exciting opportunity to play an integral part in Bugcrowd’s Customer Experience  program.   We expect you to be an extremely experienced and incredibly well organized and meticulous person with the communication, technical, and soft skills needed to thrive in and drive our fast-paced environment.   Personal attention to detail and keen enthusiasm for collaboration with our teams are requirements for success.   You are expected to thrive - not in a silo, but in an incredibly well-resourced, supportive, customer fueled environment.  

In this CES role, you will perform the following tasks

• Customer and Program Strategy: Understand client requirements, manage expectations, and implement actionable strategies to ensure successful program delivery.
• Submission and Ticket Management: Own the review and resolution of the aging submissions queue in Freshdesk, coordinating with customers, researchers, and internal teams.
• Customer Advocacy and Product Feedback: Act as a customer advocate, providing invaluable input and guidance to the Product team by collecting, analyzing, and interpreting client and team feedback.
• Customer Experience Management (CEM) Support: Provide direct support to CEMs, including general administrative tasks, managing client issues, credentials, and assisting with meeting preparation and follow-up.
• Documentation and System Administration: Provide detailed documentation for all client interactions and diligently document processes, client notes, and strategic plans in Gainsight, Salesforce, and Freshdesk; also create programs in the Bugcrowd Platform.
• Data Analysis and Insight: Leverage tools like Gainsight, Salesforce, and Tableau to identify trends, pursue opportunities, and escalate or remediate operational gaps.
• SLA-Driven Inquiry Response: Address customer inquiries promptly according to specific Service Level Agreements (SLAs) and ensure the team maintains clear expectations for response times.
• Project Oversight and Coordination: Review project requirements, identify interdependencies across internal and external departments, delegate responsibilities, and ensure timely completion of work.
• Customer Journey and Retention Ownership: Ensure the execution of key customer journey touchpoints (onboarding, performance reviews, retention) and own the entire renewal lifecycle for the Shared Success segment.
• Communication and Confidentiality: Communicate effectively with clients (low-touch and tech-touch) via email and Zoom, monitor inbound channels (Slack, CEM email), handle complex issues, and maintain the confidentiality of sensitive information.

Education, Experience, Skills, & Abilities

• Exceptional Communication and Diplomacy: Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication and the ability to explain complex concepts to diverse audiences.
• Customer Obsession: A passion for understanding, driving, and improving customer adoption, and a genuine focus on customer success.
• Problem-Solving and Resilience: Able to independently find solutions to both technical and non-technical problems, possessing good troubleshooting skills, and resilient and adaptable to change.
• Strategic Thinking and Execution: The ability to think strategically, coupled with a willingness to execute and build from the ground up with a "no task too small" mindset.
• Workload Management and Prioritization: High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, admin work, email, project work, etc.) with minimal supervision.

Preferred Experience

• Security Domain Knowledge: Understanding of common attack vectors and methodologies in testing, and the ability to explain common security vulnerabilities (e.g., OWASP top ten).
• Technical Savvy and Tool Expertise: Technically savvy with an interest in leveraging data, analytics, and automation to drive demonstrable ROI, and Power User/Expertise in tools like Gainsight, Slack, and Salesforce.
• Command Line Familiarity: Familiarity with and capable of using command line tools and utilities, specifically Bash, SSH, and grep.

Working Conditions

The ideal candidate must be able to complete all physical requirements of the job with or without reasonable accommodation.

Sitting and/or standing - Must be able to remain in a stationary position 50% of the time

Carrying and /or lifting - Must be able to carry / move laptop as needed throughout the work day.

Environment - remote, work-from-home 100% of the time.

ADA Statement

Bugcrowd is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Bugcrowd will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact HR at ada@bugcrowd.com.