Customer Success Agent

Welcome to Fi.

We’re a passionate team from Square, Google, Peloton, Uber, and more working to transform the dog-human relationship. Our mission? Develop cutting-edge technology to revolutionize what it means to be a dog parent. The dog 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 the millions of dogs 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 dogs and humans. Imagine a world where everyone knows how their dog 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 dogs 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 dog ownership together.

Fi is searching for Customer Success Agents!

Fi is looking for Customer Success Agents to work out of our HQ in NYC to build strong relationships with our customers, promoting retention and loyalty while delivering exceptional service. This role is a unique opportunity to work closely with dog owners, solve problems, and foster a positive customer experience in a fast-paced environment.

If you’re excited to engage with customers, resolve their issues, and help create remarkable experiences for dog owners, this role is for you.

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What You Bring to the Table:

• At least 1+ years of experience working directly with customers in a customer experience or support role.
• Strong writing and communication skills, with a proven ability to solve problems over the phone and email.
• Passion for dogs and enthusiasm for working with dog owners (dog lovers preferred!).
• Familiarity with Zendesk is a bonus.

What You'll Do:

• Build strong, lasting relationships with customers to promote retention and loyalty.
• Provide exceptional customer service through phone and email, resolving inquiries and issues efficiently.
• Collaborate with the Customer Success Lead to ensure customer satisfaction and continuous improvement in support strategies.
• Utilize tools like Zendesk to manage and track customer interactions (bonus if you’re already familiar).
• Contribute to creating a welcoming, dog-friendly environment for customers and team members alike.

Why You'll Love Us:

• Time to Recharge : Enjoy 25 days of 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.
• 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.

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$15 - $25 an hour

The anticipated hourly rate for this position is $15 - $25 . 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. \n

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.