Remote Senior AI-Driven SaaS Support Specialist

Madrona Venture Labs; Town of Texas (WI); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Private medical

Pension

Lunch provided

Job summary

Fyxer is seeking a customer support lead to manage the frontline across chat, email and video, resolving issues end-to-end with minimal hand-holding. You’ll diagnose complex problems and escalate when necessary, while identifying patterns to drive process improvements and knowledge content.

You will bridge Support, Sales, Product and Customer Success, helping shape scalable support workflows and playbooks as the team grows, all while staying hands-on and customer-focused.

Qualifications

• 5+ years in customer or technical support in a B2B SaaS environment.
• Strong troubleshooting skills with creative problem-solving.
• Experience using AI in workflow and understanding its limits.
• Human-in-the-loop mindset for customer-facing work.
• Proficiency with customer support tools (Zendesk, Intercom, Jira, Linear).

Responsibilities

• Own the front line of customer support across chat, email and video - resolve issues end-to-end with minimal hand-holding.
• Diagnose and troubleshoot complex technical issues, escalate to Product Engineering only when needed.
• Identify patterns in customer issues and turn them into process improvements and knowledge base content.
• Act as the connective tissue between Support, Sales, Product and Customer Success to ensure nothing falls through the cracks.
• Help shape how we scale support, contributing to tooling, workflows and playbooks.

Skills

Customer support

Troubleshooting

AI in workflow

Human-in-the-loop

Zendesk

Intercom

Jira

Linear

Communication

Tools

Zendesk

Intercom

Jira

Linear

Job description

Fyxer is seeking a customer support lead to manage the frontline across chat, email and video, resolving issues end-to-end with minimal hand-holding. You’ll diagnose complex problems and escalate when necessary, while identifying patterns to drive process improvements and knowledge content.

You will bridge Support, Sales, Product and Customer Success, helping shape scalable support workflows and playbooks as the team grows, all while staying hands-on and customer-focused.