Product 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 think in systems: “how do we make the next ticket easier?”

- 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 product or technical support within a B2B SaaS environment

- Strong troubleshooting skills - you enjoy problem-solving and finding creative solutions

- Currently using AI in your workflow, you know it's usefulness and limits

- Still keep a h uman-in-the-loop mindset for customer-facing or escalation-critical work

- Experience with customer support tools such as Zendesk, Intercom, Jira, Linear, others

- Curious, coachable, and driven to exceed goals

- Startup-ready: adaptable, fast-moving, and hands-on

- 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 tea, but you must be based in Chicago to be considered for this role.

- Private medical, pension and lunch provided everyday

The Hiring Process

- Submit your CV (no need for a cover letter)

- We’ll review it

- An 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 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.