The Customer Service CXC for API and DaaS is a specialized, high-impact role focused on delivering expert-level technical support and an exceptional customer experience for our API platform and data services. This role works at the center of multiple stakeholder groups, partnering closely with Engineering, Product, Sales, Customer Success, and Operations to ensure reliable data delivery, successful customer integrations, and continuous service improvement.
Acting as a trusted point of coordination, the CXC proactively manages stakeholder expectations, facilitates clear communication across teams, and drives alignment during incident resolution, escalations, and improvement initiatives. This position is ideal for individuals who combine strong technical aptitude with a customer-first mindset and who excel at influencing, prioritizing, and collaborating across teams to solve complex problems and deliver shared outcomes.
Accountabilities:
Serve as the frontline escalation point for complex API and DaaS issues from customers, Inside/Field Support, and Account Teams.
Develop a deep understanding of our API endpoints, authentication flows (e.g., OAuth, API keys/tokens), rate limits, error handling, pagination.
Review and validate customer-formed API queries to identify incorrect parameters, syntax issues, misuse of endpoints, or missing required fields.
Review and validate API responses to identify data gaps, inconsistencies, or potential data delays, and escalate issues when needed.
Troubleshoot API calls and authentication issues by reproducing requests and checking logs in a controlled environment, and verifying the structure and content of returned data; escalate confirmed defects or unexpected API behavior to Product/Engineering
Create and maintain comprehensive knowledge base articles, runbooks, and troubleshooting guides for API and DaaS scenarios.
Troubleshoot API calls and authentication issues by reproducing requests and checking logs in a controlled environment, and verifying the structure and content of returned data; escalate confirmed defects or unexpected API behavior to Product/Engineering
Collaborate with Product to communicate customer feedback, feature requests, and potential API deprecations.
Prepare and deliver customer-facing technical and non-technical communications.
Assist in defining and monitoring SLAs for API-DaaS support and data delivery performance.
Identify unexpected or incorrect API behavior during troubleshooting and drive remediation with cross-functional teams.
Maintain strong customer relationships, manage expectations, and communicate effectively in both technical and non-technical terms.
Qualifications:
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USA Job Seekers:
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.
RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs more than 36,000 people over 40% of whom are in North America.
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