About the role
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.
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!
