Product Expert – Customer Care Agent

Role Overview

• 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

Benefits

• 🌎 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