Senior Customer Support Specialist

Job description

This might just be the best support job in the world. ABOUT FYXER Since launching in May 2024 we’ve grown to $35 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 What You Bring - 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 Salary and other bits: - Salary: $75,000 + $85,000 Equity - This will be a fully remote role to begin with as we build out our Austin presence. Hence, you must live in Austin to be considered. - Private medical, pension and lunch provided everyday The Hiring Process 1. Submit your CV (no need for a cover letter) 2. We’ll review it 3. An initial call with someone from the hiring team to review your experience and motivation for joining (30 mins) 4. Customer case study with a panel (45 minutes) 5. Meet more of the team (30 minutes) THE FYXER REALITY: WHY WE WIN - The Trajectory: We grew from $1M to $30M ARR with a team of just 32. - The Evidence: Ranked 7th in Andreessen Horowitz’s list of top AI apps. Every other company in that top 10 is valued at $10B+. We are the outlier. - The Culture of Agency: We hire exceptional people, give them total ownership, and get out of their way. - Zero Bureaucracy: No slow-motion decision-making. No "alignment" meetings for the sake of it.