Senior Customer Support Agent

Fyxer AI; London; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A fast-growing AI company in London is seeking a customer support representative to provide exceptional support and troubleshoot technical issues for users integrating their platform. The ideal candidate has 3-5 years in customer support, strong problem-solving skills, and experience with tools like Zendesk. This role offers a highly competitive salary, medical benefits, and the option for remote work on Fridays.

Benefits

Highly competitive salary with matching share options

Private medical

Lunch provided daily

Qualifications

• 3-5 years in customer or technical support, preferably within a B2B SaaS environment.
• Strong written and verbal communication skills.
• Strong troubleshooting skills and creative problem-solving.

Responsibilities

• Provide first-line customer support via chat, email, and video calls.
• Troubleshoot technical issues and escalate complex problems to engineering.
• Document recurring issues and contribute to improving support processes.

Skills

Customer support experience

Troubleshooting skills

Strong communication skills

Problem-solving ability

Adaptability

Experience with support tools

Tools

Zendesk

Intercom

Job description

Overview

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

This might just be the best support job in the world.

Why?

We've already got tens of thousands of happy users and companies using Fyxer AI and it is our mission to make sure they get the best possible experience. Your job is to help support, educate, and delight these customers as they integrate Fyxer AI into their workflow.

Over the last four months alone, we've expanded significantly, growing our customer base and increasing engagement across our platform. With this rapid growth comes the need for an exceptional support team that can scale alongside our business.

You'll join us as one of our first 50 employees at a fast-growing Series A AI company, playing a crucial role in shaping our support operations, improving the customer experience, and directly influencing how thousands of people use Fyxer to revolutionise the way they work.

What We're Building and How It's Going

Fyxer AI launched in May 2024. We hit $1M in revenue across 3,000 paid users without spending a dollar on marketing. Then things took off.

We've grown from $1M to $16M in ARR in eight months and we're just getting started.

What You'll Be Doing

• Provide first-line customer support via chat, email and video-calls as needed
• Troubleshoot technical issues and escalate complex problems to Product Engineering when necessary
• Identify and document recurring issues and contribute to improving our support processes and knowledge bas
• Act as the bridge between Support, Sales and Customer Success, enabling the effective management of our customers

You'll be backed by a strong Customer Success & Product Engineering teams and empowered with the tools, training, and autonomy you need to proactively solve customer problems, drive impactful solutions, and grow your career at pace.

What Success Looks Like

• You build systems and tools to work to your advantage
• You consistently resolve complex technical issues
• You proactively refine and own key support processes
• You act as a trusted cross-functional partner

What You Bring

• 3-5 years in customer or technical support, preferably 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
• A genuine interest in AI and the future of work

What we will give you:

• Salary: Highly competitive with matching share options
• We work Mon-Thu in our office in Chancery Lane, London, Fri from anywhere
• 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)

Our Culture

Our culture is intentional. It stems from the fact we're in the race of our lives to reshape one of the largest AI opportunities that exist; email. There is only first or last.

We're going to win by:

• An obsession around that fact that every second counts, we have to move fast with intensity and drive hard every day.
• It\'s on you. You have autonomy to own your outcomes.
• Never let it slide, be relentless in challenging yourself and others to strive for the best outcome.

This culture is intense; it requires focus and discipline. So we'll do everything we can to remove distraction, support your wellbeing, and reward your impact