Customer Success Specialist, Hunter
Americas
$45-55k
Intercom
Notion
Junior and Mid level
Remote from US
More information about location
All-in-one email outreach platform
Posted today
All-in-one email outreach platform
21-100 employees
B2BNetworking
Posted today
$45-55k
Intercom
Notion
Junior and Mid level
Remote from US
More information about location
21-100 employees
B2BNetworking
Company mission
To simplify email outreach to help organizations grow.
Role
Who you are
- The 17:00–02:00 CET schedule genuinely works for you, not as a compromise but as a preference. This is a long-term schedule, not a temporary arrangement
- You are tech-savvy and a self-starter. We'll train you on our systems and tools, but you should generally be comfortable with technology
- You have strong verbal and written communication skills: you can guide users in improving their workflow and solving problems
- You maintain patience and empathy when interacting with frustrated customers, and you can think critically to provide practical solutions
- You understand that customer support is a source of feedback to improve a product. You can clearly share insights, feature suggestions, and bugs with the rest of the team
- You're experienced in remote work and feel comfortable working independently, primarily through async communication
- You're confident using Intercom (or similar tools), and comfortable working with AI agents as part of your daily workflow
- You have at least 2 years' experience in a Customer Support and/or Success position
- Bonus points if you've worked with a SaaS product, understand APIs, or have used tools like Intercom, Notion, or Linear
- Bonus points if you care about user experience and enjoy thinking about product/UI details
What the job involves
- Hunter is looking for a Customer Success Specialist to join our fully remote team
- This role is a hybrid between customer support and customer success, focused on helping users get the most value out of Hunter, whether they're just getting started or scaling their outbound efforts
- You'll report to Giovanni, our Head of Customer Success, and work alongside a tight-knit team: Laura (Lead, Support Quality), António (Lead, Knowledge & AI Ops), Eugenia, May (Customer Success Specialists), and Ana (Account Manager). May covers the same window from Europe and will be your day-to-day coach during onboarding: you'll share most of your shift with her, so you're never learning alone
- At Hunter, Customer Success is a core part of how we grow. Even though our product is designed to be simple and intuitive, there are moments where users need a hand to get started, troubleshoot an issue, or understand how Hunter fits into their workflow. Those interactions make a real difference for retention, upgrades, and long-term customer trust
- In this role, your goal is to help users get as much value as possible from Hunter. That means handling inbound support, but also proactively reaching out to users who could benefit from guidance, best practices, or onboarding help
- Today, more than 70% of conversations are resolved by AI without needing a human. Your focus will be on higher-complexity questions, edge cases, sales-related requests, and anything that calls for deeper reasoning or a more personal touch. One thing that makes this shift special: from late afternoon CET onward, you'll frequently be the first person our US customers speak with. Because of that, you should be comfortable working alongside AI agents: using them daily, spotting gaps, and helping improve them over time
- One thing that makes this role special: during your hours you'll frequently be the first person our US customers speak with, including some of our biggest accounts, so commercial instinct matters as much as troubleshooting skill
- Support at Hunter is also tightly connected to product. You'll regularly test features, surface insights, and help shape what we build next. Caring about user experience and having some UI/UX sensitivity is a real plus
- A note on independence: once you're fully onboarded, the last hours of your shift will be yours to run solo, with the rest of the team reachable async. If you like owning your patch and making judgment calls without someone looking over your shoulder, you'll enjoy this. We invest heavily in documentation and internal knowledge precisely so that this works
- Support is the foundation, but not the full journey
- Your first six months will be fully focused on support. That's deliberate: it's how you get deep familiarity with Hunter, our tools, and our users, and it's what the team needs most from this role. After that, we'll gradually introduce other responsibilities, and like everyone in Customer Success, you'll take ownership of a specific area. You'll still do dedicated support hours each day, but you'll also drive a long-term responsibility
- This isn't a vague promise: we've just promoted two people on this team into Lead roles, each owning a domain they grew into. Ownership areas can include:
- Help center updates
- Educational video creation
- Webinars and live product sessions
- Reporting and insights
- Internal knowledge base improvements
- Content creation to support user success at scale
- Support and Success: handle inbound conversations via Intercom (email and chat) and ensure users get fast, clear, and helpful answers
- AI-assisted support: work in a workflow where AI agents handle most requests. Step in for complex conversations, troubleshoot edge cases, and contribute to improving AI deflection over time
- Product feedback and bug reporting: track user suggestions in Linear, report and escalate bugs to our Product team with clear reproduction steps, and make sure users are kept in the loop
- Customer onboarding and retention: identify users who might need help getting started or maximizing their plan, and reach out proactively to guide them
- Upsell opportunities: spot inbound qualified upsell leads (for example for our Data Platform or Enterprise plan) and forward them to the Account Management team
- Internal processes: help improve support by tagging conversations, refreshing saved replies, and keeping our documentation accurate and up to date
- Knowledge sharing: stay on top of product updates and participate in our product webinars every two weeks
- Ownership area after onboarding: after your first six months of support-focused work, gradually take ownership of one of the Customer Success responsibilities listed above, while continuing dedicated support hours daily
Application process
- Application review + written screening questions
- First interview with our Head of Customer Success
- Technical assessment
- Interview with one of our Customer Success Leads
- A chat with May, your future shift partner and coach
- Final interview with our CEO
- Offer call for the selected candidate
Our take
In today's world, finding and connecting with professionals online can often be an all too daunting experience, with so much information on the web, finding the right information isn't always as straightforward as it should be.
Hunter (Hunter.io) is an email verifier tool helping eliminate the difficulties of connecting with professionals, allowing users to find email addresses, names, job titles, social networks, and phone numbers in seconds.
Since its inception in 2015, Hunter has been trusted by over 4M professionals and chosen by leading companies such as Google, IBM, Microsoft, and Adobe to further build their connections within their industries. With a Chrome extension alongside its website, Hunter aims to make it easier to find email addresses.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Competitive salary
- Remote work
- 5 weeks of paid vacation
- Company retreats in Europe
- Setup budget
- Health insurance
- Contract of employment
Company HQ
Wilmington, DE
Leadership
François Grante
(Co-Founder)Graduated from Toulouse Business School in 2015 and co-founded Hunter the same year.
Matthew Tharp
(CEO)Prior to joining Hunter in 2023, Matthew was a VP of Product at Flowhub, a CPO at Gamalon, and a Consulting CXO (Product & UX) at Prycto.
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