Customer Support (Remote)

Fireflies.ai is the #1 AI voice assistant for meetings—automatically taking notes, making conversations searchable, and turning voice into action and insights. Built into Zoom, Google Meet, Microsoft Teams, and more, Fireflies is trusted by millions. As of 2025, we’ve reached unicorn status, launched voice-activated real-time search, and processed over 2 billion minutes across 500,000+ organizations.

We’re seeking a self-starter with a proven track record in SaaS customer support—someone who’s not afraid to get their hands dirty and can work alongside AI, Customer Success, and Product teams. You’ll be the kind of person who can own outcomes, spot inefficiencies, and take initiative to fix them. This role blends operational excellence with startup grit and ownership.

Responsibilities

• 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 center articles, and internal workflows

• Analyze 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

Qualifications

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

• Analytical mindset with the ability to spot patterns and solve root causes

• Excellent written and verbal communication—concise, clear, and empathetic

• Strong prioritization 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

Why Work With Us?

• Unicorn startup with a product-led growth engine and millions of active users

• Remote-first, async-friendly culture with global teammates across 20+ countries

• Work on impactful projects with a product you’ll actually use

• Annual international retreats and team gatherings

• A learning-first environment that values initiative and customer empathy

• Competitive salary and benefits package

About Fireflies.ai

At Fireflies, we’re redefining how teams work with voice and AI. Backed by Khosla Ventures, Canaan, and angels from Slack, Dropbox, Amazon, and Salesforce, we’re building the future of meeting intelligence. With over 100 teammates spanning the globe, our product is used by teams in sales, recruiting, operations, and more.

We are an equal opportunity employer and strongly value diversity. We welcome applicants of any background, identity, or experience.