Customer Support Agent
il y a 3 semaines
**About the team**:
In the past few years, PhantomBuster has had amazing growth. With new customers starting to use our products every day, the customer support team plays a key role in answering their requests, enabling them to make the most of our platform.
The Customer Support team strives to offer clear, friendly, and effective help for users to use our platform as easily as possible. Our job is to provide quality customer service and solve problems before and as they arise. Furthermore, by acting as liaisons between our users and our product team, we give a voice to our users and advocate for their needs.
Right now, the team is 7 members strong (6 support agents and 1 manager) working remotely from different corners of the world (France, Italy, Poland, Croatia, and the UK). We pride ourselves on being a truly international team counting many different nationalities.
Our team operates collaboratively, where everyone has a voice in decision-making. Most importantly, we value and encourage team members to be proactive, challenge processes, and bring innovative ideas to the table.
**You will reside in South or Central America and work in the GMT-3 or EST time zones remotely.**
If this sounds like a challenge you’d be interested in, we’d love to hear more from you.
**Your missions**:
- Handle tickets from our users and customers and redirect them to the right stakeholder when needed.
- Proactively communicate with internal teams to stay up-to-date with the state of our product.
- Create and update processes and maintain our internal & external knowledge bases.
- Label, collect, and share user feedback with the product team.
- Become an expert on the PhantomBuster platform.
- Lead projects aimed at improving our metrics, processes, and tools.
**You might be a good fit if**:
- You are well-organized and self-disciplined to be able to work in a fully-remote environment.
- You are autonomous when working on your missions, and you are interested in making an impact inside the team.
- You strive to offer the best experience when interacting with users, and their satisfaction is your top-of-mind priority.
- You are comfortable explaining complex solutions to any kind of audience.
- You are eager to grow in the role and learn as much as you can.
- 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 have great communication skills
***:
**Recruitment process**
***:
- Screening video call with Jakub, Talent Acquisition - 45 minutes.
- PhantomBuster written assignment.
- Technical interview with Ieva, Customer Success Manager, and Anna, Customer Support Agent - 1h.
- Reference calls in accordance with local legislation, GDPR, and confidentiality.
- Cultural fit interview with Alex, Product Manager, and Lionel, Engineering Manager - 1h.
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