Product Support Specialist

Fyxer
Chicago
Workplace: RemoteFull timeGBP 75,000 - 85,000 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Independent execution","High judgment","Troubleshooting","Cross-functional communication","Problem-solving"]

Own end-to-end customer support across chat, email, and video for an AI executive assistant—resolving issues with minimal hand-holding. Diagnose and troubleshoot complex technical problems, escalating only when necessary, and turn recurring issues into process improvements, knowledge base updates, and insights. Partner closely with Support, Sales, Product, and Customer Success to prevent gaps, and help shape how support scales through tooling, workflows, and playbooks.

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FursaFursa
Fyxer
Fyxer
1 day ago

Product Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own end-to-end customer support across chat, email, and video for an AI executive assistant—resolving issues with minimal hand-holding. Diagnose and troubleshoot complex technical problems, escalating only when necessary, and turn recurring issues into process improvements, knowledge base updates, and insights. Partner closely with Support, Sales, Product, and Customer Success to prevent gaps, and help shape how support scales through tooling, workflows, and playbooks.
Location: Chicago
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own front-line 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.
  • •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.

Pay and Benefits

Salary: GBP 75,000 - 85,000 annually
Equity and Bonus:Equity
Perks:Health InsurancePensionMeal Allowance

Key Requirements

  • •5+ years in product or technical support in a B2B SaaS environment.
  • •Strong troubleshooting skills and a mindset for creative problem-solving.
  • •Currently using AI in your workflow, understanding both its usefulness and limitations.
  • •Human-in-the-loop mindset for customer-facing and escalation-critical work.
  • •Experience with customer support tools such as Zendesk, Intercom, Jira, and Linear (or similar).
Experience:5+ yearsB2B SaaSAI
Skills:Independent executionHigh judgmentTroubleshootingCross-functional communicationProblem-solving
Tech Stack:AIZendeskIntercomJiraLinear

Company Brief

Fyxer
Fyxer builds an AI-powered inbox assistant that organizes email, drafts replies in the user’s tone, captures meeting notes, and automates administrative workflows for client‑facing professionals such as estate agents and consultants.
Industry: AI & Machine Learning
Company Size: Medium (51 to 250 employees)
Revenue: USD 10M to 25M
Growth: Growth Stage Startup
Funding: Series B
Headquarters: London, United Kingdom
Founded: 2014
Glassdoor
Glassdoor: 3.7
WebsiteLinkedInGlassdoor