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Location: remote, based in the Americas (North, Central, or South America)
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.
One thing to know before anything else: the schedule.
You'll cover our support window of 17:00-02:00 CET, which is when most of our users write in and when our American customers, from New York to San Francisco, are in the middle of their day. If you're based in the Americas, this is simply a normal working day: roughly 11:00-20:00 US Eastern, 8:00-17:00 US Pacific, midday to 9 PM in São Paulo.
That's exactly why we're hiring in your part of the world: we want these hours to be your natural daytime, not a night shift.
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.
Requirements
How support works at Hunter
We provide support through Intercom/FIN (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. 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
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 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.
About you
- 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.
Time zone & work hours
This is a fully remote position for someone based in the Americas.
What's fixed is the support window, 17:00-02:00 CET, including breaks: that's roughly 11:00-20:00 US Eastern, 8:00-17:00 US Pacific, and 12:00-21:00 in São Paulo or Buenos Aires: a regular daytime schedule wherever you are in the Americas. We're deliberately not hiring in Europe for this role: these hours would be a permanent night shift there, and we don't want that for anyone on the team.
Hiring process
Successful candidates from the application form will follow these steps:
- 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
Learn more:
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+ 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 for improving collaboration and getting to know the people you're working with. You'll need enough flexibility to join us in Europe for those company retreats.
Learn more:
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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 or Claude.
Benefits
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 vacation per year
- Employment or contractor status, depending on your country
- Coworking space membership
- Fully paid setup (including a MacBook Pro, standing desk, ergonomic chair, etc.)
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