About the roleAs a Customer Support Specialist on the Cruise team, you will be a key part of making sure that we can keep delivering high-quality support to our customers. You will be able to explore new technology and develop processes to help other team members, grow within our company and make a huge impact from day one.
What you'll do as a Customer Support Specialist- Help customers solve problems in the CrunchTime platform and keep them updated on ticket progress.
- Use internal tools to troubleshoot customer-reported tickets.
- Translate technical details from our development teams into non-technical language that our customers can understand.
- Analyze data discrepancies between multiple tools to confirm accuracy based on customer inquiries and reassure the customer that the data displayed is accurate.
- Build and optimize dynamic SQL scripts to maintain data integrity and support enterprise reporting.
- Accept requests for Technical Resource assistance from the Customer Support Analysts on your team.
- Work side-by-side with the development teams of our Cruise and Xchange product teams to research and resolve customer-reported issues.
- Empathize with the customer's situation and take pride in finding them a resolution on tickets submitted.
What we're looking for- 3-5 years of remote application support experience.
- 2-4 years of customer-facing experience in any industry, but the hospitality industry is preferred.
- Excellent interpersonal and communication skills (written and verbal).
- Bachelor's degree in Computer Science, Information Technology, or a similar field.
- Advanced SQL knowledge with the ability to write and execute multi-table queries to locate missing keys, duplicate records, or diagnose sync issues between databases.
- Ability to read and analyze code (e.g., to understand application logic, trace errors in system logs, or review scripts) to assist in deep-dive troubleshooting.
- Intermediate understanding of database replication concepts and offline-capable/distributed environments.
- Prior experience troubleshooting e-commerce platforms, vendor portals, or EDI failures.
- Able to work in a fast-paced environment with multiple competing priorities.
- Ability to prioritize tasks independently based on an understanding of the business impact for the customer.
Nice to haves- Experience working with a distributed/remote team across multiple time zones.
- Familiarity with database schema comparisons.
- Experience with Jira, Confluence, and Zendesk.
- Familiarity with SFTP troubleshooting (file transfers, connection failures, and credential management).
- An understanding of REST APIs and XML, including the ability to troubleshoot.
- Able to troubleshoot networking and communication protocols.
- Experience supporting cruise line operations, inventory management, or enterprise procurement verticals.
What you'll get- Great mission-driven team members from diverse backgrounds with a strong company culture
- Competitive pay
- Unlimited PTO
- Paid company holidays
- Yearly team off-sites
- International travel opportunities
- Medical, dental, and vision benefits (FSA, HSA & HRA options)
- Basic & Voluntary Life Insurance
- 401k employer match
- Wellness benefits
- Work in an open environment on solutions that are reshaping the way businesses operate
- Fun team events
- 10 weeks of paid parental leave
- Fitness reimbursement
- Learning & development funds
Compensation:The annual base compensation range for this position is $77,000 - $85,000. The reasonably estimated total cash compensation (base + variable) range for this full-time position will be $82,775 - $91,375.
Actual compensation is based on factors unique to each candidate, including, but not limited to: job-related skills, qualifications, education, experience, and location. Crunchtime has a location-based compensation system, so someone doing the same job in a different city might have a different pay range.
