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Product Expert - Customer Care Agent

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PhantomBuster

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Category:
Customer Service

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Job Description:

We're looking for a Product Expert to join our Level 2 Customer Care team — handling advanced support tickets, including Account and Billing, developing deep knowledge of the PhantomBuster platform and the lead generation workflows our users build with it, and feeding structured user insights back to the Product team.

Job Responsibility:

  • Handle tickets — with care and depth
  • Investigate, troubleshoot, and resolve advanced tickets escalated from Level 1 or coming directly from users
  • Handle a variety of query types: product behaviour, integrations, Account and Billing questions, and automation edge cases
  • Communicate solutions clearly and patiently — no matter how technical the issue or how frustrated the user
  • Escalate to Level 3 when needed, with a well-structured handoff
  • Be a resource for the Level 1 team, supporting them with product knowledge and complex case guidance
  • Become the product expert you're hired to be
  • Develop mastery of the PhantomBuster platform — how it works, where it breaks, and why
  • Build a solid understanding of the lead generation workflows our users are trying to build, not just the product itself
  • Stay ahead of product changes and new features so users always get accurate, up-to-date answers
  • Feed intelligence back into the business
  • Label, collect, and structure user feedback and recurring issues to share with the Product team
  • Identify patterns in ticket volume, error types, or user confusion that signal product or documentation gaps
  • Contribute to Customer Care improvement initiatives
  • Help evaluate and improve our AI chatbot responses to ensure users get accurate, helpful answers at Level 0
  • Participate in quality reviews to ensure the standards we've set are consistently met across the team
  • Create and update internal documentation, troubleshooting guides, and process notes for the broader Customer Enablement team

Requirements:

  • 1–2 years of experience in a customer-facing role, ideally in a SaaS environment
  • Familiarity with support tooling (e.g. Zendesk or similar platforms)
  • Strong personal metrics — you maintain high standards on response time, ticket quality, CSAT, and IQS, and you know where you stand against them
  • A natural troubleshooter — you want to understand the root cause, not just close the issue
  • you're drawn to complexity, not put off by it
  • Ownership mindset — when you pick up a ticket, you see it through
  • and if you spot something that isn't working, you raise it with the Team Lead or the right team rather than sitting on it
  • Strong communication skills — you explain complex things simply and adapt your tone to your audience, whether that's a frustrated user or a technical colleague
  • Well-organised and self-directed — you take responsibility for managing your time and workload to deliver consistently
  • A knowledge sharer — when you figure something out, you document it or bring it back to the team so everyone can learn from it
  • User-first mindset — the person on the other side of the ticket matters to you
  • their satisfaction isn't a metric, it's your standard
  • Curious about the product — you notice patterns, ask why the same questions keep coming up, and want to know what's being built next
  • Fluent in English. French is a bonus

Nice to have:

  • Experience in a fast-paced, evolving SaaS environment
  • Familiarity with lead generation, sales automation, or growth tooling
  • Experience working with AI-assisted support tools or chatbots
  • Experience contributing to knowledge bases, documentation, or QA processes
What we offer:
  • International team
  • Fun team building events
  • €40/month for remote work
  • Flexible working time
  • Home office budget up to €1500
  • 100% of an Alan Blue subscription (french-based contracts)
  • Lunch vouchers - €8 (50% The Phantom Company) / worked day (french-based contracts)
  • Partnership with MokaCare
  • €70 a month benefit for entertainment expenses
  • Book Allowance and Sharing Program

Additional Information:

Job Posted:
April 05, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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