[Hiring] Senior Product Support Specialist @Fyxer

Role Description

This might just be the best support job in the world.

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.

Qualifications

• 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.

Requirements

• 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.

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).

Company Description

The Trajectory:

• We grew from $1M to $30M ARR with a team of just 12. We are on track for $100M ARR by the end of 2026.

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.