Product Support Specialist

About the role

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. This fully remote position (candidates must be based in Chicago) offers the chance to own the front line of customer support, work closely with Customer Success and Product Engineering, and help shape how support scales as the company grows.

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 to ensure nothing falls through the cracks.
• Help shape how support scales by contributing to tooling decisions, workflow design, and team playbooks.
• Operate independently with high judgment, managing time, priorities, and output without needing to be chased.
• Use AI in your workflow, forming opinions on its effectiveness and future direction.
• Consistently resolve complex technical issues with confidence and speed.
• Proactively refine key support processes and think in systems to make future tickets easier.
• Serve as a trusted cross‑functional partner that teammates actively seek out.
• Stay deeply connected to the remote team by communicating proactively, flagging early, and showing up when it matters.

Requirements

• 5+ years in product or technical support within a B2B SaaS environment.
• Strong troubleshooting skills with a passion for problem‑solving and creative solutions.
• Experience using AI in your workflow and an understanding of its usefulness and limits, while maintaining a human‑in‑the‑loop mindset for customer‑facing or escalation‑critical work.
• Familiarity with customer support tools such as Zendesk, Intercom, Jira, Linear, or similar.
• 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.

Benefits

• Private medical coverage.
• Pension plan.
• Lunch provided every day.

Pay

Salary: $75,000 plus $85,000 in equity.