Hunter is hiring a Customer Success Specialist - EU timezones

Location: Europe | Timezones: UTC+0, UTC+1, UTC+2 Hunter seeks a Customer Engagement Specialist to integrate into our fully distributed workforce. This position bridges customer support and success, dedicated to empowering users in maximizing Hunter's potential, whether initiating or expanding outbound strategies. You'll serve as the primary point of contact during CET morning and afternoon periods, addressing support inquiries and proactively guiding user experiences. Reporting to the Customer Success Leadership, you'll collaborate with a compact team: Juliette, António, Laura, May, Giovanni (Customer Success), and Ana (Account Management). At Hunter, Customer Success fundamentally drives our growth. Although our platform is engineered for intuitive navigation, users occasionally require assistance in initialization, troubleshooting, or workflow integration. These interactions significantly impact retention, upgrades, and sustained customer confidence. Your primary objective involves facilitating maximum user value through comprehensive support and strategic guidance, encompassing both reactive problem-solving and proactive engagement. Support is facilitated via Intercom (email + chat), with over 70% of interactions presently managed by AI without human intervention. Your concentration will involve addressing complex queries, unique scenarios, sales-related requests, and situations demanding nuanced reasoning or personalized interaction. Consequently, comfortable collaboration with AI agents is essential: utilizing them daily, identifying potential improvements, and contributing to ongoing optimization. Support at Hunter maintains intricate product connectivity. You'll consistently evaluate features, generate insights, and contribute to future development. User experience sensitivity and UI/UX awareness represent significant advantages. Initial phases will concentrate on support familiarization, followed by specialized ownership responsibilities. Daily support remains consistent while developing long-term strategic contributions. Potential ownership domains include: - Help center refinement - AI support agent optimization - Educational multimedia production - Interactive product demonstrations - Analytical reporting - Internal knowledge enhancement - Scalable user success content generation Responsibilities encompass: - Managing Intercom interactions - Collaborating with AI support mechanisms - Product feedback documentation - Customer onboarding strategies - Identifying upsell opportunities - Refining internal processes - Continuous learning participation - Developing specialized team contributions Ideal Candidate Attributes: - Technology proficiency - Exceptional communication capabilities - Empathetic customer interaction - Critical problem-solving skills - Remote work adaptability - Intercom/AI tool competence - Minimum two-year customer support experience - SaaS/technical background preferred Geographic Specifications: - Fully remote position - European geographical requirement Compensation Package: - Annual gross salary: €40,000-€50,000 - 5% automatic annual increment - Five weeks paid vacation - Employment status - Coworking membership - Comprehensive equipment provision Recruitment Process: - Application screening - Initial leadership interview - Technical assessment - Secondary team interview - Executive-level discussion - Final offer negotiation About Hunter: Pioneering B2B data exploration platform serving 6.5M+ users, including global enterprises. Self-funded since 2015, comprising 21 remote professionals worldwide. Biannual European team retreats mandatory.