Customer Success Team Lead, Fi
$65-80k
+ Equity
Smart dog collars
Be an early applicant
Smart dog collars
501-1000 employees
Be an early applicant
$65-80k
+ Equity
501-1000 employees
Company mission
Fi's mission is to build products that make dogs' lives better.
Role
Who you are
- If you’re excited to lead a dynamic team, optimize processes, and champion exceptional customer outcomes, this role is for you
- Experience leading CX teams or managing operational workflows in a fast-paced, customer-facing environment
- Proven ability to coach and develop team members to meet and exceed performance expectations
- Proficiency in Zendesk or similar CRM platforms, and familiarity with scheduling tools like Assembled
- Strong critical thinking and problem-solving skills, with a customer-first mindset
- Excellent verbal and written communication skills
- Demonstrated ability to analyze metrics, identify trends, and implement solutions to improve outcomes
- Flexibility to act as Lead on Call during rotating shifts and provide support when needed
What the job involves
- Fi is looking for a Customer Success Team Lead to deliver operational excellence, foster team development, and drive innovation within our CX team
- This role is a unique opportunity to combine real-time operations management with strategic leadership, ensuring exceptional customer experiences and the growth of our CX agents
- This role will follow a Tuesday through Saturday schedule
- Team Leadership & Mentorship: Lead, mentor, and develop CX agents across email, chat, and phone channels to achieve KPIs like ticket resolution, QA scores, CSAT, and adherence. Conduct coaching sessions, performance reviews, and career development discussions
- Operational Excellence: Act as Lead on Duty (LoD), monitor real-time performance, manage escalations, adjust staffing schedules, and ensure seamless CX operations
- CX Subject Matter Expertise: Serve as a go-to resource on specific markets or products, provide actionable solutions, and collaborate with cross-functional teams to improve customer journeys
- Proactive KPI Ownership: Drive the team to achieve and exceed key performance metrics, using data to identify improvement opportunities and ensure high efficiency
- Customer Advocacy: Gather frontline insights to refine workflows, champion the voice of the customer, and enhance overall customer experiences
- Escalation & Quality Assurance: Oversee BPO partner performance, monitor ticket handling for quality, and address negative CSAT responses with corrective actions
- Leadership & Collaboration: Balance agent management with special projects, working cross-functionally to align efforts and achieve strategic goals
- Reporting & Process Improvement: Monitor KPIs, identify trends, and provide actionable feedback to improve operational processes and service quality
- Tools & Platforms: Leverage platforms such as Slack, Zendesk, and Assembled to manage communication, ticket monitoring, scheduling, and performance reporting effectively
- Weekend availability is essential for this role, and applications that do not meet this requirement will not proceed to further review
Our take
For the last three decades, dog collars and leashes have remained largely unchanged. Fi was set up by a product team drawn from the ranks of Uber, Square, and Google to disrupt the stagnant dog collar space.
Fi's tracking collars have not only saved countless dogs' lives by providing real-time escape notifications, but they also enable dog owners to monitor their pets' health. Its health and sleep monitoring set it apart from rival products such as the Apple AirTag, whilst the development of a collar that administers topical medicine is also in the works. As Fi utilizes AT&T signal, it also boasts a tracking range that far exceeds that of its competitors.
The company saw a significant increase in value through its lucrative partnership with PetSmart. These sorts of partnerships and overall brand recognition will fuel the sort of expansion Fi aims to achieve.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Feb 2021
$30m
SERIES B
Oct 2019
$7.1m
SERIES A
Total funding: $41.9m
Company benefits
- Unlimited vacation
- Commuter benefits
- Medical, dental and vision coverage
- FSA
- 401(k)
- Stocked kitchen
- Team lunches & breakfast
- Perkspot discounts
- $2,000 monthly donation to dog-related charities
- Maternity & paternity leave
Company HQ
NoHo, New York, NY
Articles
Leadership
Jonathan Bensamoun
(CEO)Previously worked as VP Product & Engineering at ShopKeep, and was a Product Manager at Square.
Loren Kirkby
(CTO)Previously worked as Lead Engineer at DivX, and was Chief Architect at Dropcam (acquired by Google's Nest Labs).
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