Customer Experience Agent, HQ

Welcome to Fi. We’re a passionate team from Square, Google, Oura, Peloton, Uber, and more working to transform the human-pet relationship. Our mission? Develop cutting-edge technology to revolutionize what it means to be a pet parent. The pet industry remains firmly stuck in the past and we are here to change that. Fi is leveraging our team's talent and expertise to improve the lives of millions of pets in the U.S. Real-time location tracking, activity, sleep and behavior monitoring – and that's just the beginning. The most exciting aspect of our work? Bridging the communication gap between pets and humans. Imagine a world where everyone knows how their pet feels in real time and how to keep their best friend in good shape. That's the future we're building at Fi. If you're someone who thrives in innovative, collaborative work environments and feels strongly about helping pets live longer, better lives, Fi could be the perfect fit. Join us in our pursuit of the “impossible,” or as we call it here “let me find a way,” to redefine the future of pet ownership together. Fi is looking for a Customer Experience Agent, HQ! Fi is looking for 2–3 HQ Customer Experience Specialists to anchor our Tier 3 support team that sits above our BPO partners and AI-driven first-tier support. You'll handle the cases that don't fit a playbook: nuanced membership and billing situations, escalations our BPO partners can't resolve, VIP and consignment partner relationships, and the hand-offs that come from our AI-assisted cancellation save-flows when a customer needs a human touch. This is a phone- and email-heavy role for someone who's calm under pressure, deeply curious about the customer experience, and comfortable making real-time decisions that affect retention and loyalty. Your work directly shapes retention, brand trust, and how we learn from our most engaged dog parents. \n What You'll Do: Handle complex CX cases end-to-end: Take on the escalations, nuanced membership issues, and ambiguous problems that need careful judgment — primarily via phone and email. Be the human in AI-assisted retention: When our AI cancellation flows hand a customer off — because the offer didn't land or the situation is more layered than a script — you step in with empathy, context, and a clear path forward. Support white-glove relationships: Help VIPs, consignment partners, and rescues have a great experience with Fi by providing experiences that loyalty and unlock referrals. Set the quality bar: You're a model for how Fi shows up for its members. Surface product and program insights and product feedback: You see patterns the dashboards miss. Bring them to CX Leads so we can keep getting better for our members. Operate with precision in our tools: Use Zendesk, our internal knowledge base, and our admin tools fluently — and help us spot where the tooling needs to improve. What You'll Bring: 1+ years in customer support: Ideally in a role with technical complexity, retention work, or VIP / partner relationships. Excellent verbal and written communication: You're articulate, empathetic, and unflappable on a hard phone call. Your writing is clean and human. Strong judgment under ambiguity: You can hold a customer's situation, the business goal, and the right path forward in your head at the same time — and act on it. A bias toward ownership: You don't pass complexity along; you resolve it, document it, and make sure it's easier for the next person. Comfort with AI-assisted workflows: You're excited about working alongside AI tools — and clear-eyed about where human judgment still matters most. Dog lover at heart: You genuinely care about dogs and their people — and want to be part of a company that does too. Startup energy. You embrace iteration, change, and the chance to shape how a CX team operates from the inside. 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. \n$25 - $30 an hour The anticipated base rate for this position is $25-30 per hour. The actual base rate offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held. \nFi is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Fi makes hiring decisions based solely on qualifications, merit, and our needs at the time. Apply To This Job