Customer Success Agent
New York, NY
Customer Success /
Full Time / On site or Remote /
Remote
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 on a mission to revolutionize the way dog parents care for their pets, using cutting-edge technology and data to keep every dog safe, healthy, and happy. We’re looking for Customer Success Agents who thrive in fast-paced, tech-driven environments and love solving complex problems with empathy and efficiency.
In this live channel role, you’ll be at the front lines of our customer experience - serving as a trusted voice of Fi, helping dog parents troubleshoot, learn, and get the most out of their Fi Collar. Whether it’s walking someone through a technical fix or diving deep into a nuanced issue, you’ll bring urgency, care, and a love of dogs to every interaction.
This is a phone, chat, and email-heavy role that requires weekend availability (Wednesday–Sunday schedule, Eastern Time). Candidates must be comfortable with a high volume of technical support in a dynamic and evolving environment.
What You Bring to the Table:
- 1+ Years in Customer Support: You’ve supported customers in a previous role - ideally one with a strong technical or troubleshooting focus.
- Excellent Communication Skills: You’re articulate, empathetic, and calm under pressure - especially over the phone.
- 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 comfortable navigating tools like Zendesk.
- Dog Lover at Heart: You genuinely care about dogs and their people - and want to be part of a company that does too.
- Excitement for Startups: You embrace change, love iteration, and want to be part of a team that's growing fast and moving even faster.
What You'll Do:
- Be the Frontline Voice of Fi: Respond to customer inquiries via phone and email with clarity, compassion, and urgency. Most conversations will be phone-based and technical in nature.
- Resolve with Impact: Triage, troubleshoot, and resolve issues ranging from app connectivity and device troubleshooting to account support - always with an eye toward customer satisfaction and retention.
- Drive Loyalty Through Experience: Build meaningful relationships with our dog parent community, ensuring they feel heard, supported, and excited about Fi.
- Collaborate to Improve: Partner closely with our Customer Success Lead and teammates to share feedback, iterate on support strategies, and enhance our service operations.
- Leverage Tools with Precision: Use platforms like Zendesk to track issues, manage tickets, and surface insights - previous experience a plus.
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.
$20 - $29 an hour
The anticipated hourly rate for this position is $20 - $29. 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.
