Job Description

Fireflies.ai is the #1 AI teammate for meetings, trusted by over 20 million people across more than 500,000 organizations from fast-growing startups to Fortune 500 enterprises. Whether in sales, project management, marketing, operations, or product development, Fireflies is revolutionizing team collaboration by capturing knowledge, automating repetitive tasks, and enhancing productivity before, during, and after every meeting.

Recognised as a category-defining platform, Fireflies has achieved unicorn status with a valuation exceeding $1 billion. Ramp data shows Fireflies is the 6th most purchased AI platform in the US. Chances are, you’ve already seen Fireflies in action, quietly powering one of your recent meetings.

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 centre articles, and internal workflows
Analyse 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
An analytical mindset with the ability to spot patterns and solve root causes
Excellent written and verbal communication, concise, clear, and empathetic
Strong prioritisation 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

Note: The candidate is required to have an internet connection of at least 50Mbps.

This is a 24/7 operation, and candidates should expect to work weekends and night shifts.

Values that are important to us:

You should be a great communicator and culture maintainer
Take a look at our culture document
You're data-driven and customer-focused
You value fast & incremental engineering cycles
You maintain design excellence and minimise complexity
You measure your results & automate when possible
You get 10% better at something every week
You have an internal compass and take accountability & initiative
We value overcommunication, candid feedback and a results-driven culture

Perks and benefits:

Competitive compensation
Work remotely anywhere in your respective country
Ability to move laterally within a team and grow rapidly
Paid time off and flexible leave policy
No boss culture
Flexible working hours
LGBTQ+ friendly
Company offsites
Tech reimbursements

About us:

At Fireflies.ai, we’re revolutionizing the way teams interact with AI in their daily work. Our inclusive culture champions security, innovation, customer experience, and growth. Backed by $19 million from top-tier investors like Canaan, Khosla Ventures, and angels from Slack, Facebook, Dropbox, Amazon, and Salesforce, Fireflies is driven by a passionate 100+ member global team spanning 20+ countries and every timezone. We’re building a world-class, global-first team, and we dogfood our product to do so.

We are an equal opportunity employer and strongly value diversity at our company because our team will be stronger with different perspectives and experiences. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About Fireflies.ai

Fireflies.ai | The #1 AI Teammate for Meetings

Fireflies envisions a future where no brilliant idea is ever lost – where every team is empowered by autonomous AI teammates that learn, adapt, and contribute across the organization.

From sales, project management, marketing, operations, or product development, Fireflies transforms how teams work by capturing knowledge, automating repetitive tasks, and getting work done before, during, and after meetings.

Fireflies works with all leading video conferencing platforms and offers:

- Accurate and high-quality transcriptions in 100+ languages

- Custom templates to generate personalized insights, summaries, and recaps

- A searchable knowledge base of conversations across all your meetings and contacts

- 200+ AI Apps to automate repetitive tasks like updating sales pipelines, tracking customer requests, and logging product feedback

- Seamless integrations with 60+ tools including CRM, Product Management and Communication Platforms

Fireflies is trusted by over 500,000 organizations from startups to Fortune 500 companies including Uber, Delta, and Nike.

With enterprise-grade security (SOC2, HIPAA, GDPR), private cloud options, Fireflies is ready to scale securely alongside your business.

Industry

IT & Software

Company Size

51-200 employees

Headquarters

San Francisco, CA

Year Founded

2016

Website

fireflies.ai

Social Media

Customer Support