Note from the Hiring Manager

I'm Ieva, Head of Customer Enablement at PhantomBuster. We're opening this role because we're growing from within — one of our Product Experts is stepping into a Team Lead position, and we're looking for someone to join the team and bring the same level of care and expertise to our Level 2 support.

PhantomBuster is at an interesting inflection point: we're evolving from a catalog of automation tools into an AI-powered Sales coaching product. That means the nature of the questions you'll handle will shift over time — and we need someone who's excited by that, not intimidated by it.

The questions you'll handle aren't the ones with quick answers — they require you to dig in, think across the whole product, and understand the lead generation workflows our users are trying to build. Getting good at this takes time, because it's not just about learning PhantomBuster — it's about genuinely understanding how sales automation works in practice. But once you do, it's a valuable thing to be.

If you're someone who thrives on understanding how things work, communicates complex ideas simply, and genuinely cares about the person on the other side of the ticket — I'd love to hear from you.

TL;DR

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.

About PhantomBuster

PhantomBuster is a web automation SaaS that allows businesses to grow faster. We enable thousands of companies to boost their growth by finding and connecting with their ideal customers seamlessly.

Founded in 2016, PhantomBuster developed a catalogue of over 120 workflows (Phantoms) to help businesses scale their sales and marketing processes. We allow our users to automate finding and enriching data about their potential customers and leverage that data to connect with them.

Today, we are quickly moving from a catalog of automation tools to an AI-powered Sales coach product. This evolution has a direct impact on how our users interact with the platform — the questions they ask, the workflows they build, and the support they need. As a Product Expert, you'll be at the front line of that shift.

About the Role and the Team

The Customer Care team handles everything that comes in from our users — questions, bugs, refund requests, and edge cases. We're structured into four levels:

• Level 0 (AI chatbot) — First-line automated support; handles common questions and self-service before a human gets involved

• Level 1 — First line of human support; handles incoming user queries and straightforward escalations

• Level 2 — More advanced and complex tickets, including Account and Billing; escalations from Level 1

• Level 3 — The bridge between support and engineering: they investigate and confirm complex technical issues, API questions, and bugs, then create tickets for the engineering team to act on

As a Product Expert, you're the kind of person who genuinely wants to understand how things work. When a ticket lands in your queue, your instinct isn't just to close it — it's to dig in, trace the issue back to its root, and figure out exactly what's happening inside the product or the workflow the user is trying to build. That's what makes this role work.

You'll handle tickets escalated from Level 1 as well as direct user queries — anything that requires deep product knowledge, careful investigation, or the ability to explain a complex situation clearly. You'll also be a resource for Level 1, helping them build their own product understanding over time.

Beyond ticket resolution, you'll be a direct line between our users and the Product team — surfacing patterns, flagging recurring friction points, and feeding structured insights back to help shape what gets improved. You'll also contribute to Customer Care improvement initiatives, including helping evaluate and improve our AI chatbot responses, and participating in quality reviews to make sure the standards we've set are consistently met across the team. You'll report to the Customer Care Team Lead and work closely with the broader Customer Enablement team.

About the tools we use

• Zendesk — our primary support platform for ticket management, our Help Center, and community

• Ada — our AI-powered chatbot handling Level 0 interactions

• Intryc — our AI-powered QA tool for reviewing and scoring support interactions

• Notion — internal documentation, team knowledge base, and process notes

• Slack — day-to-day team communication and async collaboration

What You'll Do

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

Who You Are

Must-haves

• 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 Success Looks Like (First 6–12 Months)

• You've developed solid product knowledge and can handle the vast majority of Level 2 tickets independently

• Users consistently receive clear, accurate, and empathetic responses — quality scores reflect this

• You're a reliable resource for the Level 1 team, helping them grow their own product understanding

• You're actively contributing structured feedback (knowledge base or macro improvements, product feedback, etc.), not just flagging issues

• You're participating meaningfully in Customer Care improvement initiatives — chatbot quality, QA reviews, documentation

What's in It for You

• A high-impact role in a growing, product-led SaaS company where your work directly shapes the user experience

• Real ownership over your queue, your insights, and the quality of what you deliver

• A collaborative, human-centred work environment

Recruitment Process

• Screening with our Talent Acquisition Partner (45 min)

• Job Fit interview with the Head of Customer Enablement, Ieva + Head of Growth, Brian (60 min)

• Use Case & Debriefing with Enablement team member, Head of Customer Enablement, Ieva + Customer Care Team Lead, Valentina (60 min)

• Cultural fit interview with two Colleagues from other departments (60 min)

AI Guidelines

At PhantomBuster, we use AI tools daily to build things faster. As the use of AI in recruitment might have multiple implications, we want to be transparent about how we might use it and how we expect you to use it during our recruitment processes.

How we use AI:

• Draft and refine job descriptions and case studies

• Draft emails during the process

• Find interview timeslots

• Summarize interview notes

How we don't use AI:

• Assess your CV or profile

• Evaluate interview performance

• Conduct interviews

• Grade technical tasks or case studies

You interact with humans. Period.

We invite you to use AI throughout the recruitment process. However, we want to meet YOU, not machine-generated responses. Your unique perspective matters so much more than perfect AI answers.

Feel free to use AI to:

• Research our company, team, or product

• Refine your CV, portfolio, or LinkedIn profile

• Prepare for interviews and brainstorm potential questions

• Polish your case study or presentation

• Draft emails to us

Let us know throughout the process how you used AI — we are curious to learn.

Don't use AI to:

• Search for answers during interviews (unless we ask)

• Create documents (CV, portfolio, presentation) from scratch without your input

• Build case studies or technical tests without your personal touch

If you have any questions, we would love to hear from you!