Product Expert – Customer Care Agent

This is a fully remote position, open to applicants in France.

📋 Description

• Manage support tickets with thoroughness and attention to detail.

• Analyze, diagnose, and resolve complex tickets that have been escalated from Level 1 or submitted directly by users.

• Address a diverse range of inquiries including product functionality, integrations, account and billing concerns, and automation edge cases.

• Clearly and patiently communicate solutions, regardless of the technical nature of the issue or the user's frustration.

• Escalate to Level 3 when necessary, ensuring a well-organized transition.

• Serve as a resource for the Level 1 team, providing support with product insights and guidance on intricate cases.

• Become the product expert that you were hired to be.

• Attain deep knowledge of the PhantomBuster platform — understanding its functionality, common failures, and underlying reasons.

• Develop a comprehensive understanding of the lead generation workflows our users aim to create, beyond just the product itself.

• Stay informed about product updates and new features to provide users with accurate and current information.

• Contribute insights back to the business.

• Organize, collect, and document user feedback and recurring issues to share with the Product team.

• Recognize trends in ticket volume, error types, or user misunderstandings that indicate gaps in the product or documentation.

• Participate in initiatives aimed at enhancing Customer Care.

• Assist in assessing and improving our AI chatbot responses to ensure users receive precise and helpful answers at Level 0.

• Engage in quality reviews to maintain consistent adherence to established standards across the team.

• Create and revise internal documentation, troubleshooting guides, and procedural notes for the broader Customer Enablement team.

⛳️ Requirements

• 1–2 years of experience in a client-facing role, preferably within a SaaS environment.

• Familiarity with support tools (e.g., Zendesk or similar platforms).

• Strong individual performance metrics — you uphold high standards for response times, ticket quality, CSAT, and IQS, and you are aware of your performance relative to these benchmarks.

• A natural problem solver — you strive to understand the root cause rather than merely resolving the issue; complexity intrigues you.

• Ownership mentality — when you take on a ticket, you see it through to completion; if you identify an issue, you proactively communicate it to the Team Lead or appropriate team instead of remaining silent.

• Excellent communication abilities — you simplify complex concepts and adjust your tone to suit your audience, whether dealing with a frustrated user or a technical colleague.

• Well-organized and self-motivated — you take charge of managing your time and workload to ensure consistent delivery.

• Knowledge sharing attitude — when you discover a solution, you document it or share it with the team so everyone can benefit from your insights.

• User-centered approach — the individual on the other end of the ticket is important to you; their satisfaction is not just a metric, but your standard.

• Inquisitive about the product — you notice trends, question why certain inquiries recur, and want to know what is being developed next.

• Proficient in English; knowledge of French is an advantage.

🏝️ Benefits

• 🌎 International team.

• 🎉 Enjoyable team-building events.

• 🖥️ €40/month allowance for remote work.

• 🌴 Flexible working hours.

• 👩‍💻 Home office budget of up to €1500.

• 👩🏻‍⚕️ Full coverage of an Alan Blue subscription (for French-based contracts).

• 🍜 Lunch vouchers worth €8 (50% covered by The Phantom Company) per worked day (for French-based contracts).

• 🧠 Partnership with MokaCare.

• 🏅 €70 monthly allowance for entertainment expenses.

• 📚 Book allowance and sharing program.