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Customer Support
Fireflies
WorldwideRemote4w ago
- Employment
- Full-time
About the role
- 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
- 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
- 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
- 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
Perks & benefits
- Paid Time Off
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