Instinct Science

Customer Support

• Understand, categorize, and diagnose customer requests quickly and efficiently, via email, chat, phone, social media, etc.
• Stay on top of production issues and be creative in suggested workarounds to coach users, as needed
• Document all customer interactions, issues, and resolutions and ensure customer issues or requests are fully resolved by conducting follow-ups or checking the status of escalated matters
• Participate in available training sessions to enhance product knowledge and improve your customer service skills.
• Provide assistance in the onboarding and training processes for products and services as required, ensuring customers are well-equipped to utilize Instinct effectively

Support Specialist

Performance Marketing

• Set quarterly growth goals (pipeline, CAC/payback, conversion targets) and maintain the growth roadmap
• Run weekly growth reviews and provide a crisp exec narrative (what’s working, what’s next)
• Own paid acquisition across Google Ads and Meta Ads (plus LinkedIn/retargeting as needed): budgets, pacing, bidding, audiences, optimization
• Drive a paid testing cadence (creative angles, offers, audiences) and ensure landing pages match the campaign (CTA, proof, low friction)
• Own funnel stages, diagnose drop-offs, and run a CRO/testing backlog
• Partner with Sales/RevOps on lead quality, scoring, routing, and SLAs
• Own measurement plumbing: tracking plan/events, UTMs, pixels + conversion APIs, attribution approach, dashboards, and data QA
• Manage vendors/freelancers as needed

Performance Marketing Lead

Marketing

• Build and execute a customer lifecycle marketing strategy that improves retention, reduces churn, and drives expansion revenue.
• Develop quarterly and annual customer marketing plans aligned to product roadmaps, renewal cycles, and GTM priorities.
• Partner with Customer Success, Product, Product Marketing, Sales, and Campaign teams to map customer journeys and deliver adoption, renewal, and upsell programs.
• Design and run onboarding, adoption, renewal, and at-risk customer campaigns using HubSpot (or equivalent), including automated journeys and targeted outreach.
• Lead customer advocacy initiatives including case studies, testimonials, references, awards, and customer advisory programs.
• Plan and execute customer events and webinars (virtual and in-person), including user groups and a future user conference.
• Create customer-facing content such as playbooks, adoption guides, product tips, newsletters, and loyalty programs.
• Track and report on key performance metrics (renewal rate, churn, NRR, expansion ARR, adoption, NPS/CSAT, engagement), using testing and segmentation to optimize performance.
• Ensure customer communications align with brand voice, privacy/compliance standards, and documented lifecycle playbooks.

Customer Marketing Manager

Engineering Manager

• Manage a team of senior and mid-level software engineers specializing in React/Typescript, GraphQL, Elixir, and AWS
• Provide technical guidance, mentorship, and career development support to team members
• Conduct regular 1:1 meetings to discuss performance, goals, and career growth
• Conduct performance reviews and provide constructive feedback
• Foster a collaborative and inclusive team environment, promoting knowledge sharing and open communication
• Champion our remote-first culture, ensuring effective communication and collaboration across distributed team members
• Collaborate with product managers and other stakeholders to define project scope, timelines, and deliverables
• Monitor project progress, identify potential roadblocks, and implement solutions
• Identify and implement technical and process improvements to enhance team efficiency and productivity
• Participate in the hiring process for engineering roles, including interviewing candidates
• Onboard new team members and provide them with the resources and support they need to succeed

Full-stack Engineer

• Own software projects from scoping to release
• Design efficient, reliable and scalable solutions
• Build software using Elixir, React and associated technologies
• Define work for and mentor more junior team members
• Lead collaboration with product, engineering and QA teammates to deliver quality software in a timely manner
• Research and solve complex customer issues
• Keep up-to-date with and lead conversations around industry best practices for design, development, unit testing and other aspects of software engineering

Support Specialist

Performance Marketing Lead

Customer Marketing Manager

Engineering Manager

Senior Full-Stack Engineer