Customer Experience Agent

What You'll Do:

• 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.

What You'll Bring:

• 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.

Why You'll Love Us:

• 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.