Customer Support

Clutch Canada; North Carolina; Remote; USD 60,000 - 85,000; Full time

Job summary

A leading AI solutions provider is seeking a remote Customer Support Specialist. The candidate will resolve complex support tickets and improve processes within a remote team. This role requires 5+ years of experience in customer support, preferably in SaaS, with a focus on analytical skills and communication. The company offers a remote-first culture and a competitive salary package.

Benefits

Remote-first culture

Competitive salary

Annual retreats

Learning opportunities

Qualifications

• 5+ years of customer support experience in a SaaS or tech startup.
• Ability to analyze support issues and propose solutions.
• Excellent communication, both written and verbal.

Responsibilities

• Resolve complex support tickets and provide customer education.
• Identify and improve gaps in support processes.
• Collaborate with other teams to address recurring issues.
• Improve support documentation and internal workflows.

Skills

Customer support experience

Analytical skills

Written and verbal communication

Time management

Team collaboration

Familiarity with SaaS tools

Tools

Zendesk

Notion

Slack

Hubspot

Heap

Google Sheets

Job description

Job Title

Customer Support — Remote, Full-time — Ohio • Texas • Wisconsin • Alabama • North Carolina

Fireflies.ai is the leading #AI teammate for meetings, trusted by over 20 million users across more than 500,000 organizations. We help teams capture knowledge, automate repetitive tasks, and improve productivity before, during, and after meetings. We are seeking a self-starter with a proven track record in SaaS customer support, someone who can own outcomes, work with AI, and collaborate with the Customer Success and Product teams.

This role blends operational excellence with startup grit and ownership, requiring you to be proactive, detail-oriented, and capable of working asynchronously in a remote environment.

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. We’re backed by investors and a 100+ member global team spanning 20+ countries and every timezone. We’re building a world-class, global-first team and dogfood our product to do so.

We are an equal opportunity employer and strongly value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Req ID

Req ID: R11

Ready to apply? Follow the application steps on the listing above.