Head of Customer Support - AI Startup

Fyxer AI; London; On-site; GBP 80,000 - 92,000; Full time

Job description

What's on offer:

• Starting minimum salary - £80,000 per annum + equity + private medical
• Violaine Yziquel, Chief Customer Officer, is the hiring manager
• Location: London (In office 4 days a week)

What are we building? An AI Executive Assistant

In 1930, the economist John Maynard Keynes predicted that we'd only be working 15 hours a week by 2030. Despite automation in agriculture and industry, that hasn't happened.

Why? The service sector. Walk around the average office and you'll see people's days taken up by emails, Slack and meetings instead of real work.

People in client facing roles - think sales, professional services firms, recruiters - feel this pain most acutely. Instead of advising and connecting with clients, they spend hours doing admin. Following up. Scheduling meetings, then taking notes on them. Answering questions they've been asked a thousand times. Sorting through the mess that is their inbox.

We've built an AI executive assistant that looks at all your emails, messages and meetings, and uses that knowledge to answer your email, schedule meetings, take next steps from meetings and organise your inbox. We turn every employee into a top performer, effortlessly.

Unlike other startups, we're a pure-play applied AI company, not a SaaS company with AI features hastily bolted on! We make use of the best techniques (fine tuned open source models, tool use, and retrieval augmented generation) and as a result, users send 53% of the email drafts we generate.

How has it been going?

We launched our product in March 2024. Since then we've gone from $0 to $8m in revenue, across thousands of paid users. We've done this with a team of just 20, without using any paid marketing until the start of November.

We spent the last 3 months in San Francisco at HF0, the best AI startup accelerator in the world, learning from experts like the CEO of Instacart, Head of Applied Research at OpenAI and the cofounder of Snowflake.

What do we value?

We're very intentional about adding new people. We think a small team of exceptional people working hard at a problem they care about will always beat a larger, more unfocused team. That does mean you'll need to bring an intensity to this role that might not be asked at other companies. But it also means you will be fast tracked into more senior roles and responsibilities far earlier.

We predict we'll reach $20m in revenue by the end of 2025 - there will be plenty of opportunities for you!

What success looks like in this role

At Fyxer AI, we're not here to build a big support empire - we're here to build a great one. Today, our support is fair: we get back to customers and solve their problems, but it's not always fast, smooth, or a reason people stay.

Your job is to transform support to great - and this is a hands-on role.

You'll be building the foundations of support at Fyxer AI - setting the strategy and getting in the weeds to make it happen. Designing processes, testing workflows, jumping in on tricky tickets when needed, and making sure our customers get fast, helpful, human support.

Success means using AI, automation, and smart systems to deliver exceptional service with a lean team. Fast responses. Fast resolutions. Happy users. And a support team set up to thrive as we grow.

Your three core responsibilities:

• Define and Drive Support Strategy & Function
  • Set the vision for what great support looks like at Fyxer AI - fast, human, and efficient - and own support KPIs (response times, resolution rates, CSAT) to drive continuous improvement
  • Design a smart resourcing strategy - combining in-house talent, AI tools, and outsourced partners to scale support without compromising quality
  • Partner closely with Product Engineering to share user insights, surface pain points, and influence roadmap priorities
• Build Smart Systems and Processes
  • Design efficient workflows and implement automations to handle recurring tasks at scale
  • Leverage AI tools to improve support quality, speed, and self-service
  • Create clear documentation, internal playbooks, and customer-facing troubleshooting resources - collaborating with Product Engineering to ensure alignment and knowledge sharing
• Lead and Grow the Support Team
  • Set the bar for quality and coach agents to reach it
  • Act as the go-to escalation point for complex or sensitive cases
  • Build an environment where support agents can do their best work - with clear expectations and goals, constant feedback loop, clear career paths, and the right tools

What our ideal candidate looks like

• 8+ years in support roles, with at least 4 years managing teams.
• Strong technical background - comfortable with APIs, automation tools, and working closely with engineering.
• Hands-on experience implementing AI and automation in support workflows.
• Problem-solver and builder - you approach challenges with systems thinking and scalable solutions.
• Fluent in modern support tools like Intercom, Zendesk, etc., and know how to customize and integrate them.
• Clear communicator who can translate tech to non-tech and lead with empathy.
• Startup-ready - fast, flexible, and energized by change.
• Obsessed with customer experience, and driven to improve it through smart, tech-enabled solutions.

The application process

1. Submit your CV (no need for a cover letter)
2. We'll review it
3. Chat with our talent team
4. An initial call with the hiring manager to review your experience and motivation for joining (30 mins)
5. Customer case study (45 minutes)
6. Meet more of the team & co-founders (60 minutes)