[Hiring] Customer Experience Agent @Fi Smart Dog Collar

Role Description

Fi is looking for a Customer Experience Agent! We’re looking for someone who thrives in a fast-paced, tech-driven environment and loves solving complex problems with empathy and efficiency. Customer requests can range from simple issues to the most complex hardware problems. This is a phone, chat, and email-heavy role that may require availability outside of standard business hours, including evenings and weekends. Candidates must be comfortable with a high volume of technical support in a dynamic and evolving environment.

• Handle Escalations: Take the cases that first-tier support can’t resolve, from complex billing and membership situations to edge cases with no clear playbook.
• Troubleshoot Hardware: Diagnose and resolve issues where the device itself is part of the problem, including connectivity and syncing.
• Drive Loyalty Through Experience: Build meaningful relationships with our dog parent community, ensuring they feel heard, supported, and excited about Fi.
• Collaborate to Improve: Share patterns from escalations with the team to strengthen our support processes.

Qualifications

• 1+ Years in Customer Support: You’ve supported customers in a previous role, ideally with a technical or troubleshooting focus.
• Hardware Experience: You’ve worked through issues where the device itself was part of the problem.
• Excellent Communication Skills: You’re articulate, empathetic, and calm under pressure.
• Natural Problem-Solver: You enjoy digging into the root cause of issues and finding solutions that stick.
• Tech Savvy: You’re quick to learn new platforms and tools.
• Animal Lover at Heart: You genuinely care about pets and their people.
• Excitement for Startups: You embrace change and want to be part of a team that’s growing fast.
• Nice to Have: Retention or save-flow experience, high-touch account experience, and ticketing platform experience such as Zendesk.

Benefits

• Time to Recharge: Enjoy flexible PTO to take the breaks you need.
• Top-Notch Health Coverage: We’ve got your back (and teeth and eyes) with full medical, dental, and vision insurance.
• Wellness Perks: Free access to One Medical, Kindbody, and Talkspace to keep you feeling your best.
• Dog-Friendly Office: Bring your pup to work — they’re part of the team, too.
• Give Back to the Pups: Make tails wag with a $500 annual donation to a dog charity of your choice through our BarkBack Program.
• Free Fi Membership: Your furry best friend(s) get all the benefits of a Fi collar, on us!
• Love for Friends + Family: Share the Fi magic with loved ones through our gifting program.