产品支持专员
Product Support Specialist
这可能是世界上最好的客服工作之一。
关于Fyxer
自2024年5月上线以来，我们已实现3500万美元的年度经常性收入。Fyxer正在打造一款AI高管助手，处理邮件、日程安排和后续跟进，让客户接触岗位的人员能够专注于他们的客户。
你将负责的工作
- 负责聊天、邮件和视频渠道的客户服务一线工作——端到端解决客户问题，尽量减少指导
- 诊断和解决复杂的技术问题，仅在确实需要时才升级给产品工程团队
- 识别客户问题中的模式，并将其转化为流程改进、知识库内容和对整个团队有行动价值的见解
- 在支持、销售、产品和客户成功之间起到桥梁作用——确保没有遗漏任何事项
- 参与支持体系的扩展，为工具决策、流程设计和团队手册做出贡献
你将得到强大的客户成功和产品工程团队的支持，并拥有解决问题、推动有效方案和快速成长的职业所需的工具、培训和自主权。
成功的表现
- 你能够独立运作并具备高判断力——无需被催促即可管理自己的时间、优先级和产出
- 你在工作中积极使用AI——你对什么有效、什么无效以及未来发展方向有自己的看法
- 你自信且迅速地解决复杂的技术问题
- 你主动优化关键支持流程
- 你具有系统思维：“如何让下一份工单更容易？”
- 你是值得信赖的跨职能合作伙伴，人们会主动寻求你的帮助
- 尽管远程工作，你仍与团队保持紧密联系——主动沟通、提前预警，并在关键时刻出现
你带来的条件
- 在B2B SaaS环境中拥有5年以上的产品或技术支持经验
- 强大的故障排除能力——你喜欢解决问题并找到创造性的解决方案
- 当前在工作中使用AI，了解它的价值和局限性
- 在客户接触或需要升级的关键工作中，仍然保持“人机结合”的思维方式
- 有使用客户支持工具的经验，如Zendesk、Intercom、Jira、Linear等
- 好奇心强、易于指导，并有超越目标的动力
- 具备初创公司所需的素质：适应性强、节奏快、亲自动手
- 对AI和未来工作方式有真实的观点和兴趣
- 薪资及其他信息：
- 薪资：75,000美元 + 85,000美元
查看英文原文
This might just be the best support job in the world.
ABOUT FYXER
Since launching in May 2024 we’ve 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
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 think in systems: “how do we make the next ticket easier?”
- 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 troubleshooting skills - you enjoy problem-solving and finding creative solutions
- Currently using AI in your workflow, you know it's usefulness and limits
- Still keep a human-in-the-loop mindset for customer-facing or escalation-critical work
- Experience with customer support tools such as Zendesk, Intercom, Jira, Linear, others
- Strong written and verbal communication skills
- 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
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
The Hiring Process
1. Submit your CV (no need for a cover letter)
2. We’ll review it
3. An initial call with someone from the hiring team to review your experience and motivation for joining (30 mins)
4. Customer case study with a panel (45 minutes)
5. Meet more of the team (30 minutes)
THE FYXER REALITY: WHY WE WIN
- The Trajectory: We grew from $1M to $30M ARR with a team of just 32.
- 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.