Customer Success Specialist (Americas)
New
H
HunterSaaS, Data Platform
Based in the Americas (North, Central, or South America), 17:00-02:00 CET (11:00-20:00 ET, 8:00-17:00 PT)Full-TimeMiddle
SalaryA yearly gross compensation ranging between $45,000 and $55,000 USD, depending on experience
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Job Details
- Experience
- At least 2 years' experience in a Customer Support and/or Success position
- Required Skills
- Customer SuccessSaaSNotionTroubleshootingCustomer support
Requirements
- Minimum 2 years of experience in a Customer Support and/or Success position.
- Proven experience working with remote and async teams.
- Tech-savvy with the ability to learn internal systems quickly.
- Strong verbal and written communication skills.
- Comfort working alongside AI agents to assist in support tasks.
- Proficiency with Intercom or similar support platforms.
- Critical thinking and empathy for handling complex customer issues.
- Ability to work the required 17:00-02:00 CET (11:00-20:00 ET / 8:00-17:00 PT) shift permanently.
- Flexibility to travel to Europe twice a year for company retreats.
- Experience with SaaS products, APIs, Notion, or Linear is a plus.
- Sensitivity to UI/UX and product feedback.
Responsibilities
- Handle inbound customer conversations via Intercom (email and chat).
- Step in for complex conversations and troubleshoot edge cases in an AI-assisted workflow.
- Contribute to improving AI agent performance over time.
- Track user suggestions in Linear and report bugs to the Product team with reproduction steps.
- Perform proactive outreach for customer onboarding and retention.
- Identify and qualify upsell leads for the Account Management team.
- Maintain internal documentation and support processes.
- Take ownership of a specialized domain project after the initial six-month onboarding period.
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