Product Expert - Customer Care Agent

Important note: The role is available remotely from France, Spain, or Portugal.

About the company

As a market leader in Lead Generation Automation, we enable thousands of SMBs to boost their growth by finding and connecting with their ideal customers on major social media platforms. We’re a bootstrapped, profitable PLG startup (65 team members) serving customers worldwide (with the US as our largest market). Join us so you can enjoy working at a self-funded, profitable, and remote company!

About the role

PhantomBuster’s Customer Experience department is in charge of supporting and listening to our users, delivering exceptional interactions, and driving product adoption.

Within the department, our Customer Care team (10 people today) is organised into 3 support levels (basic, complex and technical), all responsible for providing high quality customer service and prompt responses to incoming queries. We’re looking for a proactive and customer-centric problem solver to join our Level 2 team (handling advanced and complex queries). If you thrive on understanding how things work, enjoy tackling challenging problems, and have a natural curiosity, this role is for you.

Our team, managed by Ieva, works remotely and collaboratively. We encourage everyone to voice their opinions and take part in decision-making. If you are proactive, enjoy challenging best practices and processes, and bringing innovative ideas to the table, you will fit our team well!

In this role, you will:

• Become an expert on the PhantomBuster platform, mastering the main features and finer details of how the product works.
• Investigate, problem solve, respond to, or escalate advanced and complex tickets (using Zendesk) received from our users or escalated by our Level 1 team.
• Label, collect, and share user feedback with our Product team to drive the product roadmap.
• Create and update processes and maintain our internal knowledge base.
• Have the opportunity to work on CX (Customer Experience) initiatives and projects aimed at improving our way of working, knowledge, and tools, as well as cross-team projects with Product and Marketing.

Skills required

• You are fluent in English (Levels: C1 or C2). Other languages are a strong plus (preferably French).
• You have a minimum of 2 years of experience in a customer-facing role, ideally in the SaaS industry.
• You are well-organized and self-disciplined to be able to work in a fully-remote environment.
• You take ownership of your tasks, driving them forward with autonomy and determination.
• You are a problem solver by nature and love to understand how things work.
• You excel in communicating complex solutions in simple terms, adapting your message to suit any audience.
• You strive to offer the best experience when interacting with users, and their satisfaction is your top-of-mind priority.

What’s in it for you?

• Working with a team of talented, passionate, and experienced Customer Experience Experts.
• Flexible working environment - working fully remotely.
• Possibility to work 4.5 days a week after your probation period.
• Competitive salary.
• Benefits and perks are described below.

Recruitment process

• Talent Screening, a 45-minute video call with Lukas, Talent Acquisition Partner. A chance for us to learn more about your background and discuss the role in more detail.
• Job Fit Interview, a 60-minute video call with Ieva, Customer Care Team Lead, and Claire, Head of the Customer Experience. We’ll dive into your experience and see how it aligns with our team’s needs.
• Take-home Written Assignment - 4 days to submit.
• If your Written Assignment meets our expectations, you’ll have a 60-minute Debrief Interview with Ieva and Tami, Quality Specialist. We’ll focus on the thought process behind your solution and how you’d guide customers through similar scenarios.
• Culture Fit Interview, a 60-minute video call with two Colleagues from other departments. A discussion to ensure that your values and work style align with our team and company culture.