Senior Customer Support Specialist

About Fyxer

Since launching in May 2024, Fyxer has 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

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