Product Expert - Customer Care Agent

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, tea