Customer Success Specialist

Hunter is currently looking for a Customer Success Specialist based in Europe or North America who can operate between 12 PM to 9 PM CET (Central European Time) timezone. We’re searching for a skilled troubleshooter to join our team and assist our users in getting the most out of our tool. We’re seeking individuals who thrive on helping others and are committed to ensuring our customers’ satisfaction.

As a Customer Success Specialist, you’ll report to the Customer Success Lead and Head of Customer Success and be responsible for managing our support inbox. You’ll join our Customer Success team and work alongside Juliette, Samara, Laura, and May, our skilled Customer Success agents, and Ana, our Account Manager.

As the initial point of contact for users with inquiries about Hunter, you’ll be tasked with addressing their questions in Intercom (chats and emails) and, if necessary, escalating any issues. You’ll also collaborate with the Product Team to ensure a smooth resolution process.

This role holds significant importance within Hunter. While we strive to keep our product user-friendly, there are instances where users require assistance in getting started or gaining a deeper understanding of how Hunter can benefit them. The interactions they’ll have with you are crucial for enhancing user retention, converting new users, and maintaining a satisfied user base.

In your role as a Customer Success Specialist, your main goal is to ensure that Hunter’s users extract the utmost value from our service. This involves both addressing incoming inquiries and proactively reaching out to users whom we can provide assistance to.

Your responsibilities will include:

• Providing customer support: The majority of your interactions with users will occur in written form on Intercom, where you’ll address and resolve daily support tickets.
• Gathering customer feedback by tracking feature requests in Linear and offer insights to our Marketing team, ensuring that we listen to our users’ needs and continuously enhance our product.
• Identifying and reporting issues to our Product team, keeping tabs on their resolution progress, and communicating updates to users.
• Forwarding upsell opportunities for our Data Platform and Enterprise plans to our Account Managers.
• Collaborating with fellow Customer Success Specialists to enhance our support processes, such as tagging conversations, updating or creating new saved replies and maintaining documentation up to date.
• Developing expertise in Hunter’s features and functions as our product evolves over time.
• Participating in fortnightly product webinars.

 

It’s important to note that Hunter operates as a fully remote team, and this position is also remote. We are actively seeking a candidate located in Europe or North America to join our team.

 

About you

• You are both tech-savvy and a self-starter. We’ll train you on our system and tools, but you should be comfortable with technology generally.
• You have strong verbal and communication skills. You can guide users in improving their workflow and solving problems. Bonus point if you’ve already worked for a Saas tool and are comfortable with APIs.
• You maintain patience and empathy when interacting with frustrated customers, and you can think critically and provide practical solutions to help resolve customer issues.
• You understand that customer support is a source of feedback to improve a product. You’re the connection between users and the rest of the team: you can clearly share feedback, feature suggestions and bugs to be fixed.
• You have experience in remote working. You’re comfortable working primarily with asynchronous communication and don’t need a lot of handholding or supervision.

About us

Salespeople, marketers, and recruiters use Hunter to reach out to the people that matter to their business. We index B2B data from millions of public web pages and make it convenient to explore with simple but powerful tools.

Hunter is the most popular solution for finding professional email addresses. It is used by 5M+ million people and leading companies such as Google, Adobe, Microsoft, or IBM.

Hunter was founded in 2015 and is a self-funded company. We’re a team of 21 people working remotely from Europe, America, and Asia.

Twice a year, the team meets in a company retreat in Europe – those weeks are invaluable to improving collaboration and getting to know better the people you’re working with. You’ll need enough flexibility to join us in Europe for those company retreats: our next retreat will be in Lisbon in March 2025.

Learn more:

• How We Hire
• About Us

Being part of Hunter will also get you:

• A yearly gross compensation ranging between 45,000 and 55,000 USD, depending on experience
• An automatic yearly raise of 5%
• Five weeks of paid vacations per year
• Employment status
• Coworking space membership
• Fully paid setup (including a MacBook Pro, standing desk, ergonomic chair, etc.)