The basics
* Salary: Starting at £45,000 year + significant equity opportunity and other benefits
* Matt, Cofounder and CTO, is the hiring manager
* We work Mon-Fri in our central London (Chancery Lane) office
What are we building? An AI Executive Assistant
In 1930, the economist John Maynard Keynes predicted that we’d only be working 15 hours a week by 2030. Despite automation in agriculture and industry, that hasn’t happened.
Why? The service sector. Walk around the average office and you’ll see people’s days taken up by emails, Slack and meetings instead of real work.
People in client facing roles - think sales, professional services firms, recruiters - feel this pain most acutely. Instead of advising and connecting with clients, they spend hours doing admin. Following up. Scheduling meetings, then taking notes on them. Answering questions they’ve been asked a thousand times. Sorting through the mess that is their inbox.
We’ve built an AI executive assistant that looks at all your emails, messages and meetings, and uses that knowledge to answer your email, schedule meetings, take next steps from meetings and organise your inbox. We turn every employee into a top performer, effortlessly.
Unlike other startups, we’re a pure-play applied AI company, not a SaaS company with AI features hastily bolted on! We make use of the best techniques (fine tuned open source models, tool use, and retrieval augmented generation) and as a result, users send 53% of the email drafts we generate.
How has it been going?
We launched our product in March 2024. Since then we’ve gone from $0 to $2.5m in revenue, across 3000 paid users. We’ve done this with a team of just 4, and without using any paid marketing until the start of November.
We spent the last 3 months in San Francisco at HF0, the best AI startup accelerator in the world, learning from experts like the CEO of Instacart, Head of Applied Research at OpenAI and the cofounder of Snowflake.
What do we value?
We’re very intentional about adding new people. We think a small team of exceptional people working hard at a problem they care about will always beat a larger, more unfocused team. That does mean you’ll need to bring an intensity to this role that might not be asked at other companies. But it also means you will be fast tracked into more senior roles and responsibilities far earlier. We predict we’ll reach $15m in revenue by the end of 2025 - there will be plenty of opportunities for you!
We also believe in hiring people who want ownership and autonomy in their work, and giving it to them.
What does our ideal hire look like?
We are seeking a highly skilled Product/Customer Success Engineer to join our dynamic team. This role is a unique blend of customer success and technical support, where you will bridge the gap between our clients and the technical teams responsible for delivering tailored solutions. The ideal candidate will have a strong background in customer success with a solid understanding of 3rd line technical support, troubleshooting, and system integrations.
In this role, you will work closely with clients, helping them navigate and resolve complex technical issues, while also collaborating with our Product Engineers to build lasting solutions. Your ability to communicate complex technical concepts in a clear and empathetic manner will be essential in ensuring a positive experience for both our customers and internal teams.
Key Responsibilities:
* Customer Support & Troubleshooting:
o Provide 3rd-line support to customers, assisting with technical issues, escalated tickets, and critical system incidents.
o Collaborate with clients to understand their technical challenges, diagnose problems, and offer efficient solutions.
o Troubleshoot and resolve technical issues related to Fyxer AI products and integrations, ensuring a high level of customer satisfaction.
* Cross-Functional Collaboration:
o Work closely with engineering teams to escalate, identify, and solve underlying technical issues affecting customers.
o Translate customer feedback, issues, and technical requirements into actionable insights for product improvement.
o Provide technical documentation and knowledge sharing to internal teams to continuously improve product support.
* Customer Success & Relationship Management:
o Serve as a trusted technical advisor to customers, ensuring their ongoing success with our platform and products.
o Collaborate with Customer Success Managers to proactively address customer concerns and provide strategic solutions.
o Monitor customer health and satisfaction, working to mitigate churn and ensure long-term customer retention.
* Technical Solution Development:
o Work with internal technical teams to create tailored solutions for complex client needs, leveraging your technical expertise to enhance the customer experience.
o Assist in setting up and configuring integrations between the Fyxer AI platform and other third-party systems, ensuring seamless operation.
* Continuous Improvement:
o Contribute to knowledge base articles, technical FAQs, and troubleshooting guides to help clients and internal teams.
o Collect and analyse customer feedback to help improve product offerings and support processes.
Qualifications:
* Experience:
o 2+ years of experience in a Customer Success or Technical Support role, ideally with a focus on SaaS or AI-driven solutions.
o Strong background in 3rd-line support, troubleshooting, and problem resolution.
o Familiarity with platform or system integrations, APIs, and debugging technical issues.
* Technical Skills:
o Proficiency in technical troubleshooting, with experience handling complex support tickets and working with support management tools.
o Solid understanding of web technologies, databases, and cloud platforms.
o Experience with Google Cloud Logging or Google Cloud is ideal.
* Communication Skills:
o Strong verbal and written communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
o Ability to handle customer interactions with empathy, professionalism, and patience.
* Problem Solving:
o Excellent analytical skills and the ability to think critically when diagnosing technical issues and finding scalable solutions.
o Ability to work well under pressure and prioritise tasks in a fast-paced environment.
* Collaboration & Customer Focus:
o Demonstrated experience working effectively across multiple teams, such as Customer Success, Product Engineering, and Product Management.
o Passion for delivering exceptional customer experiences and ensuring customer satisfaction at all stages of the lifecycle.
The application process
* Submit your CV (no need for a cover letter)
* We’ll review it
* An initial call with someone from the Fyxer AI team to review your experience and motivation for joining (20 mins)
* Final interview with CTO
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