The Role
The role involves managing complex customer support tickets, improving support processes, collaborating across teams, and analyzing support metrics.
Summary Generated by Built In
Fireflies.ai is the #1 AI teammate for meetings, trusted by over 20 million people across more than 500,000 organizations from fast-growing startups to Fortune 500 enterprises. Whether in sales, project management, marketing, operations, or product development, Fireflies is revolutionizing 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. Ramp data shows Fireflies is the 6th most purchased AI platform in the US. 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.
- 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.
This is a 24/7 operation, and candidates should expect to work weekends and night shifts.
Values that are important to us:
- You should be a great communicator and culture maintainer
- Take a look at our culture document
- You're data-driven and customer-focused
- You value fast & incremental engineering cycles
- You maintain design excellence and minimise complexity
- You measure your results & automate when possible
- You get 10% better at something every week
- You have an internal compass and take accountability & initiative
- We value overcommunication, candid feedback and a results-driven culture
Perks and benefits:
- Competitive compensation
- Work remotely anywhere in your respective country
- Ability to move laterally within a team and grow rapidly
- Paid time off and flexible leave policy
- No boss culture
- Flexible working hours
- LGBTQ+ friendly
- Company offsites
- Tech reimbursements
About us:
At Fireflies.ai, we’re revolutionizing 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.
Skills Required
- 5+ years of customer support experience
- At least 2 years in a SaaS or tech startup environment
- Excellent written and verbal communication skills
- Strong prioritisation and time management skills
- Familiarity with tools like Zendesk, Notion, Slack, and Hubspot
- Experience with data tools like Heap or Google Sheets
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The Company
What We Do
There is a tremendous amount of gold buried inside your customer conversations. We want to help you unlock that data in the most seamless way possible by capturing your calls and meetings. Fireflies is bringing the voice of the customer to every person inside your organization. Imagine being able to automatically enrich your CRM and remember every conversation you've ever had without lifting a finger. That's what's possible with Fireflies and Voice AI.
