Fireflies

2 months ago

Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 20 hours agoStatus: Live

Job Summary

Own end-to-end resolution of complex SaaS customer support tickets, including technical troubleshooting, customer education, and escalation. Improve support processes by identifying gaps in documentation, tools, and workflows, while partnering with Product and Engineering to surface recurring issues and feature requests. Build and maintain help-center content and macros, analyze ticket trends, and deliver support KPIs such as CSAT, SLA compliance, and FRT benchmarks in a 24/7 operation with weekend and night shifts.

Location: Mumbai

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Own end-to-end resolution of complex support tickets, including technical troubleshooting, customer education, and smart escalation.
•Proactively identify gaps in support processes, documentation, and tools and lead improvements.
•Collaborate with Product, Engineering, and Customer Success to surface recurring issues and feature requests.
•Build, maintain, and continuously improve macros, help center articles, and internal workflows.
•Analyze ticket trends and contribute to support reporting and dashboards while ensuring KPIs like CSAT, SLA compliance, and FRT benchmarks.

Pay and Benefits

Perks:Remote WorkPaid LeaveTech ReimbursementsCompany Offsites

Key Requirements

•5+ years of customer support experience, including at least 2 years in a SaaS or tech startup environment.
•Strong analytical mindset to spot patterns and solve root causes.
•Excellent written and verbal communication that is concise, clear, and empathetic.
•Strong prioritization and time management skills; thrives in async/remote setups.
•Familiarity with tools like Zendesk, Notion, Slack, and Hubspot; data tools like Heap or Google Sheets are a plus.

Experience:SaaSTech startup

Skills:CommunicationAnalytical mindsetEmpatheticPrioritizationIndependent decision-making

Tech Stack:ZendeskNotionSlackHubspotHeapGoogle Sheets

Company Brief

Fireflies

Provides an AI-powered meeting assistant that records, transcribes, and indexes voice conversations across conferencing platforms. Automates note-taking, action item extraction, and search to help teams capture and share meeting insights efficiently.

Industry: SaaS

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Headquarters: San Francisco, United States

Founded: 2016

Website

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Fireflies

2 months ago

Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 20 hours agoStatus: Live

Job Summary

Location: Mumbai

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Own end-to-end resolution of complex support tickets, including technical troubleshooting, customer education, and smart escalation.
•Proactively identify gaps in support processes, documentation, and tools and lead improvements.
•Collaborate with Product, Engineering, and Customer Success to surface recurring issues and feature requests.
•Build, maintain, and continuously improve macros, help center articles, and internal workflows.
•Analyze ticket trends and contribute to support reporting and dashboards while ensuring KPIs like CSAT, SLA compliance, and FRT benchmarks.

Pay and Benefits

Perks:Remote WorkPaid LeaveTech ReimbursementsCompany Offsites

Key Requirements

•5+ years of customer support experience, including at least 2 years in a SaaS or tech startup environment.
•Strong analytical mindset to spot patterns and solve root causes.
•Excellent written and verbal communication that is concise, clear, and empathetic.
•Strong prioritization and time management skills; thrives in async/remote setups.
•Familiarity with tools like Zendesk, Notion, Slack, and Hubspot; data tools like Heap or Google Sheets are a plus.

Experience:SaaSTech startup

Skills:CommunicationAnalytical mindsetEmpatheticPrioritizationIndependent decision-making

Tech Stack:ZendeskNotionSlackHubspotHeapGoogle Sheets

Company Brief

Fireflies

Industry: SaaS

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Headquarters: San Francisco, United States

Founded: 2016

Website