Customer Support

Fireflies.ai; Daerah Istimewa Yogyakarta; Remote; USD 40.000 - 60.000; Full time

Job summary

A leading AI startup is seeking an experienced customer support professional to join their remote-first team in Yogyakarta. Responsibilities include managing support tickets, collaborating with teams to resolve issues, and improving support processes. The ideal candidate has over 5 years of experience in customer support, especially in a SaaS environment, and possesses strong analytical and communication skills. Join a dynamic startup that values innovation and customer satisfaction.

Benefits

Competitive salary

Remote-first culture

Annual international retreats

Learning-first environment

Qualifications

• 5+ years of customer support experience, with 2 years in SaaS/startup.
• Ability to analyze ticket trends and solve root causes.
• Strong written/verbal communication skills.

Responsibilities

• Own resolution of complex support tickets and troubleshoot.
• Identify gaps in support processes and lead improvements.
• Collaborate with Product and Engineering to resolve issues.

Skills

Customer support experience

Analytical mindset

Excellent communication

Strong prioritization skills

Familiarity with support tools

Tools

Zendesk

Notion

Slack

Hubspot

Google Sheets

Job description

Fireflies.ai is the leading #AI teammate for meetings, trusted by over 20 million users across more than 500,000 organisations from fast-growing startups to Fortune 500 enterprises. Whether in sales, project management, marketing, operations, or product development, Fireflies is revolutionising team collaboration by capturing knowledge, automating repetitive tasks, and enhancing productivity before, during, and after every meeting.

Recognised as a category-defining platform, Fireflies has achieved unicorn status with a valuation exceeding $1 billion. This year, Ramp named Fireflies the 6th most popular AI platform, joining the ranks of OpenAI, Midjourney, and Anthropic. Chances are, you’ve already seen Fireflies in action quietly powering one of your recent meetings.

We’re seeking a self-starter with a proven track record in SaaS customer support, someone who’s not afraid to get their hands dirty and can work alongside AI, Customer Success, and Product teams. You’ll be the kind of person who can own outcomes, spot inefficiencies, and take initiative to fix them. This role blends operational excellence with startup grit and ownership.

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 cross-functionally with Product, Engineering, and Customer Success to surface recurring issues and feature requests
• Build, maintain, and continuously improve macros, help centre articles, and internal workflows
• Analyse ticket trends and contribute to support reporting and dashboards
• Lead initiatives that improve support quality, automation, and internal workflows
• Ensure consistent delivery of support KPIs, including CSAT, SLA compliance, and FRT benchmarks
  
  

Qualifications

• 5+ years of customer support experience, with at least 2 years in a SaaS or tech startup environment
• An analytical mindset with the ability to spot patterns and solve root causes
• Excellent written and verbal communication, concise, clear, and empathetic
• Strong prioritisation and time management skills; thrives in async, remote setups
• Confident working across teams and making independent decisions
• Familiarity with tools like Zendesk, Notion, Slack, and Hubspot is a strong plus
• Bonus: experience with data tools like Heap or Google Sheets
  
  

Note: The candidate is required to have an internet connection of at least 50Mbps and should be flexible with the shift timings.

Why Work With Us?

• Unicorn startup with a product-led growth engine and millions of active users
• Remote-first, async-friendly culture with global teammates across 20+ countries
• Work on impactful projects with a product you’ll use
• Annual international retreats and team gatherings
• A learning-first environment that values initiative and customer empathy
• Competitive salary and benefits package
  
  

About Fireflies.ai

At Fireflies.ai, we’re revolutionising the way teams interact with AI in their daily work. Our inclusive culture champions security, innovation, customer experience, and growth. Backed by $19 million from top-tier investors like Canaan, Khosla Ventures, and angels from Slack, Facebook, Dropbox, Amazon, and Salesforce, Fireflies is driven by a passionate 100+ member global team spanning 20+ countries and every timezone. We’re building a world-class, global-first team, and we dogfood our product to do so.

We are an equal opportunity employer and strongly value diversity at our company because our team will be stronger with different perspectives and experiences. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.