Senior Customer Support Specialist
About The Position
Since launching in May 2024 we’ve grown to $30 million in ARR. Fyxer is building an AI executive assistant that handles emails, scheduling and follow-up, freeing people in client-facing roles to focus on their customers. What You’ll Be Doing Own the front line of customer support across chat, email and video - resolving issues end-to-end with minimal hand-holding Diagnose and troubleshoot complex technical issues, escalating to Product Engineering only when genuinely needed Identify patterns in customer issues and turn them into process improvements, knowledge base content, and actionable insights for the wider team Act as the connective tissue between Support, Sales, Product and Customer Success - ensuring nothing falls through the cracks Help shape how we scale support as we grow, contributing to tooling decisions, workflow design and team playbooks You'll be backed by strong Customer Success & Product Engineering teams and empowered with the tools, training, and autonomy to proactively solve customer problems, drive impactful solutions, and grow your career at pace. What Success Looks Like You operate independently and with high judgment - managing your own time, priorities and output without needing to be chased You actively use AI in your workflow - you have opinions on what works, what doesn’t and where it’s heading You consistently resolve complex technical issues with confidence and speed You proactively refine key support processes You're a trusted cross-functional partner who people actively seek out You stay deeply connected to the team despite working remotely - communicating proactively, flagging early, and showing up when it matters
Requirements
- 5+ years in customer or technical support, within a B2B SaaS environment
- Strong written and verbal communication skills
- Strong troubleshooting skills - you enjoy problem-solving and finding creative solutions
- Curious, coachable, and driven to exceed goals
- Startup-ready: adaptable, fast-moving, and hands-on
- Experience with customer support tools such as Zendesk, Intercom, Jira, Linear, others
- A genuine opinion and interest in AI and the future of work
Responsibilities
- Own the front line of customer support across chat, email and video - resolving issues end-to-end with minimal hand-holding
- Diagnose and troubleshoot complex technical issues, escalating to Product Engineering only when genuinely needed
- Identify patterns in customer issues and turn them into process improvements, knowledge base content, and actionable insights for the wider team
- Act as the connective tissue between Support, Sales, Product and Customer Success - ensuring nothing falls through the cracks
- Help shape how we scale support as we grow, contributing to tooling decisions, workflow design and team playbooks
Benefits
- Salary: $75,000 + $75,000 Equity
- This will be a fully remote role with the ability to co-work locally
- Private medical, pension and lunch provided everyday
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
