📍 Job Overview

Job Title: Customer Support (Remote)
Company: Fireflies.ai
Location: United States (Remote)
Job Type: Full-Time
Category: Customer Support
Date Posted: 2025-06-25
Experience Level: Mid-Senior level (5+ years of experience)
Remote Status: Remote (Global)

🚀 Role Summary

Customer Support Champion: Own end-to-end resolution of complex support tickets, ensuring customer satisfaction and driving process improvements.
Cross-Functional Collaborator: Work closely with Product, Engineering, and Customer Success teams to identify trends, escalate issues, and influence product development.
Process Optimizer: Continuously improve support workflows, documentation, and automation to enhance efficiency and quality.
Data-Driven Decision Maker: Analyze ticket trends, contribute to support reporting, and make data-informed decisions to improve support performance.

📝 Enhancement Note: This role requires a strong balance of technical troubleshooting, customer education, and process improvement skills. Candidates should be comfortable working independently and collaborating cross-functionally in a remote, async-first environment.

💻 Primary Responsibilities

Ticket Resolution: Own end-to-end resolution of complex support tickets, including technical troubleshooting, customer education, and smart escalation.
Process Improvement: Proactively identify gaps in support processes, documentation, and tools, and lead initiatives to improve support quality, automation, and internal workflows.
Cross-Functional Collaboration: Work with Product, Engineering, and Customer Success teams to surface recurring issues, feature requests, and drive product improvements.
Support Reporting: Analyze ticket trends, contribute to support reporting and dashboards, and ensure consistent delivery of support KPIs, including CSAT, SLA compliance, and FRT benchmarks.
Customer Empathy: Maintain a customer-centric mindset, ensuring high levels of customer satisfaction and net promoter scores.

📝 Enhancement Note: This role requires a strong focus on customer empathy, technical problem-solving, and process improvement. Candidates should be comfortable working independently and driving change in a dynamic, startup environment.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: 5+ years of customer support experience, with at least 2 years in a SaaS or tech startup environment.

Required Skills:

Proven track record in customer support, with a focus on SaaS or tech startups.
Strong analytical mindset, with the ability to spot patterns and solve root causes.
Excellent written and verbal communication skills, with a focus on conciseness, clarity, and empathy.
Strong prioritization and time management skills, with a proven ability to thrive 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.

Preferred Skills:

Experience with AI or voice technology.
Familiarity with meeting software (Zoom, Google Meet, Microsoft Teams).
Knowledge of customer success best practices.

📝 Enhancement Note: Candidates should have a strong background in customer support, with a focus on SaaS or tech startups. Experience with AI, voice technology, or meeting software is a plus, but not required.

📊 Web Portfolio & Project Requirements (N/A)

This role does not require a web portfolio or project requirements, as it is not a web development or server administration role.

💵 Compensation & Benefits

Salary Range: $75,000 - $120,000 USD per year (Estimated, based on industry standards for mid-senior level SaaS customer support roles in the United States)

Benefits:

Competitive salary and benefits package.
Annual international retreats and team gatherings.
A learning-first environment that values initiative and customer empathy.
Remote-first, async-friendly culture with global teammates across 20+ countries.
Work on impactful projects with a product you’ll actually use.

Working Hours: Full-time (40 hours/week), with a focus on async communication and work-life balance.

📝 Enhancement Note: The salary range is estimated based on industry standards for mid-senior level SaaS customer support roles in the United States. Actual salary may vary based on experience, location, and other factors.

🎯 Team & Company Context

Company Culture:

Industry: AI and voice technology, with a focus on meeting intelligence and productivity.
Company Size: 100+ teammates spanning the globe, with a remote-first, async-friendly culture.
Founded: 2020, with over 500,000 organizations using the product and 2 billion minutes processed.

Team Structure:

The Customer Support team works closely with AI, Customer Success, and Product teams to ensure customer satisfaction and drive product improvements.
The team is responsible for end-to-end ticket resolution, process improvement, and support performance optimization.

Development Methodology:

Agile and data-driven approach to support process improvement and product development.
Cross-functional collaboration and continuous learning are valued and encouraged.

Company Website: Fireflies.ai

📝 Enhancement Note: Fireflies.ai is a remote-first, async-friendly company with a strong focus on customer empathy, data-driven decision making, and continuous learning. The company values cross-functional collaboration and continuous improvement.

📈 Career & Growth Analysis

Customer Support Career Level: Mid-Senior level, with a focus on driving customer satisfaction, process improvement, and cross-functional collaboration.

Reporting Structure: This role reports directly to the Head of Customer Support and works closely with AI, Customer Success, and Product teams.

Technical Impact: This role has a significant impact on customer satisfaction, product development, and support process improvement. Candidates should be comfortable driving change and making data-informed decisions.

Growth Opportunities:

Career Progression: Proven candidates may have the opportunity to move into management or specialist roles within the Customer Support team or other departments.
Technical Skill Development: Candidates will have the opportunity to develop their skills in AI, voice technology, and customer success best practices.
Leadership Potential: Candidates with strong leadership skills may have the opportunity to influence the direction of the team and drive company-wide initiatives.

📝 Enhancement Note: This role offers significant growth opportunities for candidates with a strong track record in customer support, a focus on data-driven decision making, and a passion for driving change in a dynamic, startup environment.

🌐 Work Environment

Office Type: Remote, with global teammates across 20+ countries.

Office Location(s): United States (Remote)

Workspace Context:

Remote Work: Candidates should be comfortable working independently and collaborating remotely with global teammates.
Async Communication: The team values async communication and encourages candidates to manage their time effectively and prioritize their work accordingly.
Cross-Functional Collaboration: Candidates should be comfortable working with various teams, including AI, Customer Success, and Product, to drive customer satisfaction and product improvements.

Work Schedule: Full-time (40 hours/week), with a focus on async communication and work-life balance. Candidates should be comfortable working flexible hours to accommodate global teammates and customers.

📝 Enhancement Note: This role requires strong remote work and async communication skills. Candidates should be comfortable working independently and collaborating with global teammates in a dynamic, startup environment.

📄 Application & Technical Interview Process

Interview Process:

Application Review: The hiring team will review your application and resume, focusing on your customer support experience, analytical skills, and communication abilities.
Phone Screen: A brief phone or video call to discuss your background, experience, and fit for the role.
Support Challenge: A hands-on challenge to assess your technical troubleshooting, customer education, and process improvement skills.
Final Interview: A conversation with the hiring manager and other team members to discuss your fit for the role, team dynamics, and growth opportunities.

Portfolio Review Tips: (N/A)

Technical Challenge Preparation:

Brush up on your technical troubleshooting skills, with a focus on SaaS and AI-related issues.
Familiarize yourself with customer support best practices and process improvement methodologies.
Prepare examples of your ability to analyze data, identify trends, and make data-driven decisions.

ATS Keywords: (N/A)

📝 Enhancement Note: This role does not require a web portfolio or project requirements, as it is not a web development or server administration role. The interview process focuses on customer support experience, analytical skills, and communication abilities.

🛠 Technology Stack & Web Infrastructure (N/A)

This role does not require a specific technology stack or web infrastructure knowledge, as it is not a web development or server administration role.

👥 Team Culture & Values

Customer Support Values:

Customer Empathy: Put customers first and strive to understand their needs and pain points.
Data-Driven Decision Making: Use data to inform decisions and continuously improve support processes and product development.
Continuous Learning: Embrace a learning-first mindset and be open to feedback and new ideas.
Cross-Functional Collaboration: Work closely with other teams to drive customer satisfaction and product improvements.
Initiative: Take ownership of your work and be proactive in identifying and addressing gaps in support processes.

Collaboration Style:

Async Communication: The team values async communication and encourages candidates to manage their time effectively and prioritize their work accordingly.
Cross-Functional Collaboration: Candidates should be comfortable working with various teams, including AI, Customer Success, and Product, to drive customer satisfaction and product improvements.
Continuous Learning: The team values a learning-first mindset and encourages candidates to be open to feedback and new ideas.

📝 Enhancement Note: Fireflies.ai values a customer-centric, data-driven, and collaborative approach to customer support. Candidates should be comfortable working independently and collaborating with global teammates in a dynamic, startup environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Ticket Resolution: Own end-to-end resolution of complex support tickets, including technical troubleshooting, customer education, and smart escalation.
Process Improvement: Proactively identify gaps in support processes, documentation, and tools, and lead initiatives to improve support quality, automation, and internal workflows.
Data Analysis: Analyze ticket trends, contribute to support reporting and dashboards, and ensure consistent delivery of support KPIs, including CSAT, SLA compliance, and FRT benchmarks.

Learning & Development Opportunities:

Customer Support Skills: Develop your skills in customer support, with a focus on SaaS and AI-related issues.
Data Analysis: Improve your data analysis skills and learn to make data-driven decisions to drive support performance and product development.
Leadership Potential: Candidates with strong leadership skills may have the opportunity to influence the direction of the team and drive company-wide initiatives.

📝 Enhancement Note: This role offers significant technical challenges and growth opportunities for candidates with a strong track record in customer support, a focus on data-driven decision making, and a passion for driving change in a dynamic, startup environment.

💡 Interview Preparation

Technical Questions:

Ticket Resolution: Prepare examples of complex support tickets you've resolved, including the steps you took to troubleshoot, educate the customer, and escalate when necessary.
Process Improvement: Prepare examples of support processes you've improved, including the data you used to identify gaps, the initiatives you led to address them, and the results you achieved.
Data Analysis: Prepare examples of ticket trends you've analyzed, the insights you've gained, and the decisions you've made based on that data.

Company & Culture Questions:

Customer Support Culture: Research Fireflies.ai's customer support culture and be prepared to discuss how you align with their values and approach to customer support.
Cross-Functional Collaboration: Prepare examples of how you've worked with other teams to drive customer satisfaction and product improvements.
Customer Empathy: Prepare examples of how you've gone above and beyond to understand and support customers, even in challenging situations.

Portfolio Presentation Strategy: (N/A)

📝 Enhancement Note: This role does not require a web portfolio or project requirements, as it is not a web development or server administration role. The interview process focuses on customer support experience, analytical skills, and communication abilities.

📌 Application Steps

To apply for this Customer Support (Remote) position:

Submit Your Application: Click here to apply
Prepare for Phone Screen: Brush up on your customer support experience, analytical skills, and communication abilities.
Tackle the Support Challenge: Demonstrate your technical troubleshooting, customer education, and process improvement skills in a hands-on challenge.
Final Interview Preparation: Research Fireflies.ai's customer support culture, prepare examples of your work, and be ready to discuss your fit for the role, team dynamics, and growth opportunities.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support (Remote)