Customer Experience Agent

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!

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.

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.

The anticipated hourly rate for this position is $25 - $30. The actual 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. This position is also eligible for equity compensation.

Fi 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.