What are the responsibilities and job description for the Senior Customer Support Agent position at Fyxer AI?
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 $2.5m in revenue, across 3000 paid users. We’ve done this with a team of just 4, with a gross margin of 75%, and 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 $15m in revenue by the end of 2025 - there will be plenty of opportunities for you!
This means we’re deliberate about who joins us — and we’re looking for people who share our passion for making customers successful.Our team thrives in the 0-to-1 stage, moving fast, learning faster, and constantly challenging the status quo to drive better outcomes for customers. We value ownership and autonomy, trusting our people to act decisively and deliver results. Above all, we seek those with a curiosity-driven growth mindset — always learning, adapting, and putting customers at the heart of everything we do.
What success looks like in this role
- Provide first-line customer support via chat, ticketing systems, and email.
- Troubleshoot basic technical issues and escalate complex problems to Tech Support or Engineering when necessary.
- Guide customers through self-service resources, FAQs, and troubleshooting steps.
- Monitor and respond to customer feedback, ensuring a high level of satisfaction.
- Document recurring issues and contribute to improving support processes and knowledge base materials.
- Collaborate with cross-functional teams (engineering, product, and tech support) to enhance customer experience.
- Track and report key support metrics, identifying trends and areas for improvement.
What our ideal candidate looks like
The application process
