Customer Success Specialist

Summary

Join Hunter's Customer Success team as a remote Customer Success Specialist based in Europe or North America! Working 12 PM to 9 PM CET, you'll be the primary point of contact for users, addressing inquiries via Intercom and escalating issues as needed. Collaborate with the Product team to resolve problems and gather customer feedback to improve the product. Proactively reach out to users to maximize their experience with Hunter. This role is crucial for user retention and conversion. You'll work with a supportive team and enjoy a fully remote work environment.

Requirements

• Be tech-savvy and a self-starter, comfortable with technology
• Possess strong verbal and written communication skills, able to guide users and solve problems
• Maintain patience and empathy when interacting with frustrated customers, and think critically to provide practical solutions
• Understand that customer support provides feedback for product improvement, and effectively share feedback, suggestions, and bug reports
• Have experience in remote working and be comfortable with asynchronous communication

Responsibilities

• Provide customer support via Intercom, addressing and resolving daily support tickets
• Gather customer feedback by tracking feature requests in Linear and offer insights to the Marketing team
• Identify and report issues to the Product team, track resolution progress, and communicate updates to users
• Forward upsell opportunities for Data Platform and Enterprise plans to Account Managers
• Collaborate with fellow Customer Success Specialists to enhance support processes (tagging conversations, updating saved replies, maintaining documentation)
• Develop expertise in Hunter's features and functions as the product evolves
• Participate in fortnightly product webinars

Preferred Qualifications

Have prior experience working for a SaaS tool and be comfortable with APIs

Benefits

• 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
• Coworking space membership
• Fully paid setup (including a MacBook Pro, standing desk, ergonomic chair, etc.)