Senior Customer Support Specialist

fyxer · Austin Texas

seniorfull timeremote
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Role at a Glance

Title: Senior Customer Support Specialist · Company: Fyxer (Austin, TX — remote to start) · Salary: $75,000 base + $85,000 equity · Experience: 5+ years B2B SaaS support · Tools: Zendesk, Intercom, Jira, Linear · Application: CV only, no cover letter required · Hiring: 4-stage process · Hard requirement: must reside in Austin, TX.

What This Role Is Really About

This is not a ticket-queue position with a rigid script. Fyxer needs a senior-level support professional who can operate independently across email, live chat, and video — taking full ownership of issues from first contact through resolution. Beyond individual cases, you will be expected to think structurally: detecting patterns, building better processes, creating documentation, and functioning as the operational bridge between support, sales, product, and customer success. The team is small, the pace is fast, and the expectation is genuine judgment over simple responsiveness.

About Fyxer

Fyxer builds an AI-powered executive assistant that handles email management, scheduling, and follow-up tracking for client-facing professionals — clearing the coordination overhead so they can spend more time with their customers. The company launched in May 2024 and has scaled to $35 million in annual recurring revenue with a team of approximately 32 people. Andreessen Horowitz ranked Fyxer seventh on its list of top AI applications; every other entry in that top 10 carries a valuation above $10 billion. The company favors flat decision-making, individual ownership, and minimal process overhead, and is now establishing its first physical footprint in Austin, Texas.

What You'll Own

  • Manage front-line support across email, live chat, and video — handling issues end-to-end without premature escalation
  • Independently diagnose and troubleshoot complex technical problems, looping in Product Engineering only when the issue is genuinely outside support's ability to resolve
  • Surface recurring patterns across customer issues and translate them into knowledge-base content, process improvements, and product insights worth acting on
  • Function as the operational link between Support, Sales, Product, and Customer Success to prevent problems from falling through the cracks between teams
  • Take an active role in shaping support infrastructure as the company scales — tool evaluation, workflow architecture, and internal documentation standards

Must-Have Qualifications

  • At least five years of hands-on experience in customer or technical support within B2B SaaS products
  • Clear, polished written and verbal communication — especially important in a fully remote, async environment
  • Proven ability to work through complex technical issues independently and reach resolution with confidence
  • Comfortable operating without heavy process — able to move fast, figure things out, and stay effective in an early-stage company
  • Intellectually curious, coachable, and consistently motivated to push beyond baseline performance expectations
  • Working proficiency with at least one major support platform: Zendesk, Intercom, Jira, or Linear
  • An active, informed perspective on AI tooling and where it is headed — real opinions formed through actual use, not passive awareness
  • Current residency in Austin, Texas (the remote setup does not waive this location requirement)

What Will Set You Apart

  • Demonstrated history of proactively improving support operations without being asked — building processes, not merely executing them
  • Daily hands-on use of AI tools in a professional context, with concrete views on what works, what does not, and what is coming next
  • A track record of becoming the cross-functional person that other teams actively loop in for coordination and input

Skills Breakdown: Required vs. Differentiating

The non-negotiable foundation is five or more years in B2B SaaS support combined with strong independent troubleshooting — this is not a junior role with a safety net above it. Proficiency with at least one of Zendesk, Intercom, Jira, or Linear is expected, not optional. AI fluency is explicitly listed as a requirement — Fyxer builds AI products, so having a working perspective on the space is part of the job description, not background noise. What separates standout candidates is demonstrated ownership: people who have built something (a triage playbook, a knowledge base, a routing workflow) rather than only operated within one someone else designed.

Salary and Equity

The base salary for this role is $75,000 per year. Separately, the job posting lists $85,000 as an equity component alongside the base. The posting does not specify the equity structure — whether stock options, RSUs, or another instrument — nor does it detail a vesting schedule or cliff. Candidates should raise these questions directly with Fyxer during the interview process to understand the full terms before evaluating an offer. No bonus structure is mentioned in the listing. Private medical insurance, a pension contribution, and daily lunch are provided in addition to cash and equity.

What's Included

  • Private medical insurance
  • Pension contribution
  • Daily lunch provided
  • $85,000 equity package (structure and vesting schedule to be confirmed directly with Fyxer)

Location and Work Setup

The role is fully remote at the time of posting while Fyxer builds out its Austin, Texas presence. That said, remote work does not open this position to candidates outside Austin — existing Austin residency is a hard requirement to be considered. Neither visa sponsorship nor relocation assistance is mentioned in the job posting; if either situation applies to you, verify directly with Fyxer before applying.

Frequently asked questions

Is this role open to applicants outside of Austin, Texas?

No. Although the position is currently fully remote, Fyxer requires candidates to already be based in Austin, Texas. The company is building out its local presence there, and Austin residency is stated explicitly as a condition for consideration.

Is a cover letter required to apply?

No. The job posting explicitly states that a cover letter is not needed — only your CV is required to apply.

What does the hiring process look like?

There are four stages: a CV review, a 30-minute introductory call with someone from the hiring team to discuss your background and motivation, a 45-minute customer case study session with a panel, and a final 30-minute conversation with additional team members.

What is the $85,000 equity figure listed in the compensation?

The job posting lists $75,000 as the base salary and $85,000 as a separate equity component. The structure — whether stock options, RSUs, or another vehicle — and the vesting schedule are not specified in the listing. You should ask Fyxer directly during the interview process to understand the full equity terms before evaluating any offer.

Do I need experience with all four of the listed support tools?

No. The posting names Zendesk, Intercom, Jira, and Linear as examples of tools in use and notes that others may be part of the stack as well. Proficiency with at least one of these platforms is expected, not all four.

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