Product Support Specialist

Customer Support SpecialistThis might just be the best support job in the world.About FyxerSince 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 DoingOwn the front line of customer support across chat, email and video - resolving issues end-to-end with minimal hand-holdingDiagnose and troubleshoot complex technical issues, escalating to Product Engineering only when genuinely neededIdentify patterns in customer issues and turn them into process improvements, knowledge base content, and actionable insights for the wider teamAct as the connective tissue between Support, Sales, Product and Customer Success - ensuring nothing falls through the cracksHelp shape how we scale support as we grow, contributing to tooling decisions, workflow design and team playbooksYou'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 LikeYou operate independently and with high judgment - managing your own time, priorities and output without needing to be chasedYou actively use AI in your workflow - you have opinions on what works, what doesn't and where it's headingYou consistently resolve complex technical issues with confidence and speedYou proactively refine key support processesYou think in systems: "how do we make the next ticket easier?"You're a trusted cross-functional partner who people actively seek outYou stay deeply connected to the team despite working remotely - communicating proactively, flagging early, and showing up when it mattersWhat You Bring5+ years in product or technical support within a B2B SaaS environmentStrong troubleshooting skills - you enjoy problem-solving and finding creative solutionsCurrently using AI in your workflow, you know its usefulness and limitsStill keep a human-in-the-loop mindset for customer-facing or escalation-critical workExperience with customer support tools such as Zendesk, Intercom, Jira, Linear, othersCurious, coachable, and driven to exceed goalsStartup-ready: adaptable, fast-moving, and hands-onA genuine opinion and interest in AI and the future of workSalary and other bits:Salary: $75,000 + $85,000 EquityThis will be a fully remote role to begin with as we build out our team, but you must be based in Chicago to be considered for this role.Private medical, pension and lunch provided everydayThe Hiring ProcessSubmit your CV (no need for a cover letter)We'll review itAn initial call with someone from the hiring team to review your experience and motivation for joining (30 mins)Customer case study with a panel (45 minutes)Meet more of the team (30 minutes)The Fyxer Reality: Why We WinThe 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.