Head of Customer Support - AI Startup, London
Client:
Location:
London, United Kingdom
Job Category:
Customer Service
-
EU work permit required:
Yes
Job Reference:
bd4e53ec89b2
Job Views:
5
Posted:
18.04.2025
Expiry Date:
02.06.2025
Job Description:
What's on offer:
* Starting minimum salary - £80,000 per annum + equity + private medical
* Violaine Yziquel, Chief Customer Officer, is the hiring manager
* Location: London (In office 4 days a week)
What are we building? An AI Executive Assistant
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.
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.
What success looks like in this role
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.
Your three core responsibilities:
* 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
What our ideal candidate looks like
* 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.
The application process
* 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)
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