• Call outbound to existing customers to drive repeat business • Answer customer inquiries • Work closely with the Contact Centre Team to implement project initiatives • Ensure the proper processes are being followed and task deadlines are being met • Properly manage customer information utilizing internal data systems • Flexible/adaptable to constant change • Accurately communicate customer details to Franchisees

Reports to: Manager, SOC Support Location: Remote US Compensation Range: $50,000 to $65,000 base plus bonus and equity What We Do: Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact. Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection. Huntress now secures more than 5M endpoints and 11M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other. What You’ll Do: This is an entry-level role in which you will act as an intermediary between our partners/customers and our Security Operations Center (SOC) team. To facilitate effective service delivery and ensure partner satisfaction, this role requires excellent customer service and communication skills, as well as a solid understanding of cybersecurity. Responsibilities: - Provide exceptional customer support via phone, email, and chat for Huntress incident reports, escalations, and SIEM-related questions. - Ensure partner understanding by breaking down complex SOC concepts, log data, and product behavior into digestible, actionable guidance. - Lead calls with partners for high-severity or complex incidents, facilitating clear communication, documenting decisions, and aligning on next steps. - Collaborate effectively with Product Support, Security Operations Center, and other internal teams to clarify detection coverage, data gaps, and product behavior, then relay updates back to partners. - Troubleshoot product issues and provide support for other product-related requests as needed - Advocate for partner needs and provide feedback to the relevant internal teams. - Address partner security concerns with timely and informative responses. - Contribute to the development of knowledge base articles, macros, and internal runbooks based on real ticket patterns to improve consistency and efficiency across the team. What You Bring To The Team: - Demonstrated passion for cybersecurity, especially around identity compromise, phishing, incident response, and endpoint security, with a commitment to continuous learning. - Exceptional written and verbal communication skills - Ability to remain calm, empathetic, and solution-focused when supporting partners through active security incidents or when expectations and emotions are high. - Interest in developing incident management / incident commander skills, including owning the flow of information, setting clear priorities, and driving incidents to resolution. - Comfortable facilitating group discussions during high-pressure situations and capturing timelines, decisions, and action items in a structured way. - Strong ability to prioritize and manage a dynamic ticket queue, balancing urgent incident work with follow-ups and longer-running investigations. - Enthusiasm for working collaboratively across teams and keeping both internal stakeholders and partners informed as issues move through investigation and engineering. - Embraces change and excels in evolving environments, especially as products, detections, and internal processes iterate based on real-world cases. - Not afraid to ask questions, challenge assumptions, and dig into product behavior when something in a ticket doesn’t look quite right. - Strong self-awareness and the ability to work independently in a remote setting while knowing when to escalate or seek help. Would be a Plus: - MSP or Help Desk experience supporting multiple customers and managing tickets in tools like Zendesk or PSA platforms. - Microsoft 365/Entra experience, particularly around identity, mailbox behavior (e.g., inbox rules), and phishing scenarios. - Basic understanding of SIEM concepts and log analysis (event codes, search queries, correlation across data sources). - Basic understanding of networking concepts related to VPNs, IP addresses, and geo/usage anomalies. What We Offer: - 100% remote work environment - since our founding in 2015 - Generous paid time off policy, including vacation, sick time, and paid holidays - 12 weeks of paid parental leave - Highly competitive and comprehensive medical, dental, and vision benefits plans - 401(k) with a 5% contribution regardless of employee contribution - Life and Disability insurance plans - Stock options for all full-time employees - One-time $500 reimbursement for building/upgrading home office - Annual allowance for education and professional development assistance - $75 USD/month digital reimbursement - Access to the BetterUp platform for coaching, personal, and professional growth Huntress is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, and is empowered to come to work every day just as they are. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status. We do discriminate against hackers who try to exploit businesses of all sizes. Accommodations: If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to accommodations@huntresslabs.com. Please note that non-accommodation requests to this inbox will not receive a response. Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Candidate Privacy Notice for more details on our practices and your data privacy rights. #BI-Remote

• Manage, coach, and develop Account Managers to ensure performance and client satisfaction • Conduct training, performance reviews, and regular feedback sessions • Oversee onboarding of new clients and system training (ServiceSync WOM) • Support recruitment and interviews for the team • Ensure professionalism and strong client communication standards across the team • Oversee repair and maintenance service delivery for multiple clients • Act as escalation point for client issues and ensure timely resolution • Lead monthly client meetings and ongoing client check-ins • Review feedback and identify service improvement opportunities • Collaborate with Sales (solutions, pricing) and Accounting (billing accuracy, escalations) • Strengthen client relationships and identify upsell/growth opportunities • Support execution of work orders and account management needs • Manage vendor performance, expectations, and coordination • Participate in after-hours on-call rotation • Ensure quality assurance and service provider compliance • Support onboarding, vetting, and development of vendor network • Lead or support operational improvement and business growth projects • Improve workflows, processes, and service delivery standards • Address operational issues with practical solutions • Monitor account manager performance and SLA compliance • Conduct weekly team performance meetings • Prepare monthly reports on operations and performance • Support budgeting, cost control, and profitability targets (15% margin goal) • Maintain software/system oversight and participate in UAT testing • Provide performance, client, and financial updates to leadership • Support strategic planning and process improvement initiatives • Identify service gaps and recommend business growth opportunities • Coordinate closely with Accounting for accurate billing and reporting

Role Description As an Associate, Customer Service, achieve high levels of customer satisfaction when responding to inbound customer requests via email and call. Take personal ownership for the customer experience to help influence their decision to buy, renew or expand upon services they have with us. We are looking for people who are not merely interested in a job, but rather are passionate about CX. The ideal candidate will invest in this job as the true career opportunity it is. A successful candidate is a person who is at their desk and on time every day, ready to solve problems, meet the varying requirements of the role and be a good teammate. Please note: This is a contractual role for a period of 9 months. You will be expected to work in a 9-hour shift, any five days of the week (including Saturdays and Sundays), on a rotational basis. Responsibilities - Deeply understand implicit and explicit customer needs and requirements and give them the best suited price/service/delivery options in the first go. - Respond to inbound support tickets, ensuring they receive timely, useful information to reduce friction while using the service. - Maximize customer satisfaction through accurate and timely resolution, meeting or exceeding stated SLAs. - Anticipate customer needs and problems before they surface; develop deep customer intuition to empower our customers to achieve their goals. - Troubleshoot and resolve client complaints and other general account inquiries in a single customer interaction to create promoters and enhance the customer experience. - Be the voice of the customer for internal teams and go the extra mile to delight customers so that they come back and prefer our brand over competition working with cross-functional teams on allied organization goals & projects. - Handle all of our tickets & calls with the ability to answer any and all questions in regards to the Editage website and EOS platform and escalate complex issues when appropriate. Qualifications - Have a service-oriented and customer-first mindset. You should enjoy helping and using your communication, persuasion, and people skills to achieve operational & team results. - Have excellent written and spoken communication skills. English mandatory, other languages are welcome! - Have a collaborative working spirit and can work seamlessly across teams and functions to resolve sticky situations. - Have excellent interpersonal and intercultural skills and can work with global teams. - Comfortable working under pressure, flexible and can maintain a positive attitude even when the going gets tough. Application Process Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter, a technical assessment, and one interview round. Equal Opportunity Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic. Accelerating from Anywhere As a remote-first organization, these are essential attributes we look for in all our candidates: - Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently. - Documenting work that brings everyone on the same page. - Maturity to choose between synchronous and asynchronous collaboration. - Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status. Company Description Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.