Customer Success Specialist - EU timezones

Location: Europe | Timezones: UTC+0, UTC+1, UTC+2 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 be the go-to person for our users during the CET morning and afternoon hours, resolving support conversations and proactively supporting their journey with Hunter. You’ll report to the Customer Success Lead and Head of Customer Success, and work alongside a tight-knit team: Juliette, António, Laura, May, Giovanni (Customer Success), and Ana (Account Manager). 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. How support works at Hunter We provide support through Intercom (email + chat). 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. Because of that, you should be comfortable working alongside AI agents: using them daily, spotting gaps, and helping train or improve them over time. 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. Support is the foundation, but not the full journey. After an initial period focused on support to get fully familiar with Hunter, our tools, and our users, everyone in Customer Success takes ownership of a specific area. You’ll still do dedicated support hours each day, but you’ll also drive a long-term responsibility. Ownership areas can include: help center updates AI support agent optimization educational video creation webinars and live product sessions reporting and insights internal knowledge base improvements content creation to support user success at scale What you’ll do: 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 training and improving AI deflection over time. Product feedback and reporting: track user suggestions in Linear, escalate bugs to our Product team, 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 support-focused period, take ownership of one of the Customer Success responsibilities listed above, while continuing dedicated support hours daily. About you You are tech-savvy and a self-starter. we’ll train you on our system 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 year experience with 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. Time zone & work hours This is a remote position, and we’re hiring someone based in Europe only. Hiring process Successful candidates from the application form will follow this steps: Application review + written screening questions; First interview with our Head of Customer Success; Technical assessment; Interview with Customer Success Lead; Final interview with our CEO; Offer call for the selected candidate. Learn more: How We Hire About Hunter 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 6.5M+ million people and leading companies such as Google, Cursor, Adobe, Microsoft, and 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. Learn more: How We Hire About Us --- ℹ️ A note on AI and how to apply We’re genuinely interested in your personal experience, communication style, and problem-solving skills. For that reason, we ask that you do not use AI-generated content in your application (CV, cover letter, or written responses). We’re looking to understand you - not ChatGPT. Being part of Hunter will also get you: A yearly gross compensation ranging between €40,000 and €50,000, 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.)