Head of Customer Support, Fyxer.AI
AI Startup
£80k
Plus equity
4 days a week in office (Holborn, London)
AI executive assistant
Job no longer available
AI executive assistant
21-100 employees
Job no longer available
£80k
Plus equity
4 days a week in office (Holborn, London)
21-100 employees
Company mission
To offer executives a holistic service rather than a single employee and EA’s flexible and remote working.
Role
Who you are
- You’ll need to bring an intensity to this role that might not be asked at other companies
- 8+ years in support roles, with at least 4 years managing teams
- Strong technical background - comfortable with APIs, automation tools, and working closely with engineering
- Hands-on experience implementing AI and automation in support workflows
- Problem-solver and builder - you approach challenges with systems thinking and scalable solutions
- Fluent in modern support tools like Intercom, Zendesk, etc., and know how to customize and integrate them
- Clear communicator who can translate tech to non-tech and lead with empathy
- Startup-ready - fast, flexible, and energized by change
- Obsessed with customer experience, and driven to improve it through smart, tech-enabled solutions
What the job involves
- You will be fast tracked into more senior roles and responsibilities far earlier
- We predict we’ll reach $20m in revenue by the end of 2025 - there will be plenty of opportunities for you!
- Your job is to transform support to great - and this is a hands-on role
- You’ll be building the foundations of support at Fyxer AI - setting the strategy and getting in the weeds to make it happen
- Designing processes, testing workflows, jumping in on tricky tickets when needed, and making sure our customers get fast, helpful, human support
- Success means using AI, automation, and smart systems to deliver exceptional service with a lean team. Fast responses. Fast resolutions. Happy users. And a support team set up to thrive as we grow
- Define and Drive Support Strategy & Function
- Set the vision for what great support looks like at Fyxer AI - fast, human, and efficient- and own support KPIs (response times, resolution rates, CSAT) to drive continuous improvement
- Design a smart resourcing strategy - combining in-house talent, AI tools, and outsourced partners to scale support without compromising quality
- Partner closely with Product Engineering to share user insights, surface pain points, and influence roadmap priorities
- Build Smart Systems and Processes
- Design efficient workflows and implement automations to handle recurring tasks at scale
- Leverage AI tools to improve support quality, speed, and self-service
- Create clear documentation, internal playbooks, and customer-facing troubleshooting resources - collaborating with Product Engineering to ensure alignment and knowledge sharing
- Lead and Grow the Support Team
- Set the bar for quality and coach agents to reach it
- Act as the go-to escalation point for complex or sensitive cases
- Build an environment where support agents can do their best work - with clear expectations and goals, constant feedback loop, clear career paths, and the right tools
Application process
- Violaine Yziquel, Chief Customer Officer, is the hiring manager
- Submit your CV (no need for a cover letter)
- We’ll review it
- Chat with our talent team
- An initial call with the hiring manager to review your experience and motivation for joining (30 mins)
- Customer case study (45 minutes)
- Meet more of the team & co-founders (60 minutes)
Salary benchmarks
Our take
Fyxer AI delivers AI executive assistants that can organize inboxes, draft emails in the tone-of-voice of each user, and write "better-than-human" meeting notes. Plugging directly into Gmail, Outlook, Slack, Teams, Google Meet and Zoom, its service is simple to use without the need to grasp additional software.
As more and more professionals turn to AI to save them time in their everyday tasks, Fyxer AI's secure and streamlined service is sure to gain more attention. Things certainly look to be going well, as in 2024 the company raised $500K in just three weeks from existing customers and their networks - a sure-fire sign of the value users see in its offering.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Aug 2024
$0.5m
EARLY VC
Total funding: $0.5m
Company benefits
- Unique development framework
- Flexibility
- Opportunity to collaborate with top startups and trailblazers across diverse industries
Company HQ
Alamo Square, San Francisco, CA
Leadership
Archie Hollingsworth
(Co-Founder & CRO)Founding Member of Pavilion. Co-founded FYXER, an Executive Assistant Agency, in 2016, and is now using that knowledge at Fyxer AI.
Matthew Ffrench
(Co-Founder & CTO)Previoulsy co-founded and was CTO at Mercado. Was also Product Manager at Zopa.
Richard Hollingsworth
(Co-Founder & CEO)Founding Member of AI Circle. Co-founded FYXER with Archie, and was a Quant Trader at Bull Moose Derivatives.
Share this job
View 4 more jobs at Fyxer.AI