Customer Experience Agent, Fi
$25 - $30 an hour
More information about location
Smart dog collars
Be an early applicant
Smart dog collars
501-1000 employees
Be an early applicant
$25 - $30 an hour
More information about location
501-1000 employees
Company mission
To translate everything we've always wished our dogs could tell us, so we have peace of mind knowing they're as safe and healthy as possible.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
For a long time, 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 smart collars include tracking and monitoring features that give owners peace-of-mind. They can monitor, for example, the sleep and health of their furry friends. Plus, real-time escape notifications have already saved the lives of dogs.
With a tracking range that far exceeds that of its competitors, the company has seen promising levels of adoption for its collars. Fi continues to innovate, for example with the launch of the Fi Series 3+ which is the world's first AI-powered smart dog collar.
Freddie
Company Specialist at Welcome to the Jungle
Insights
30% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Feb 2021
$30m
SERIES B
Oct 2019
$7.1m
SERIES A
Total funding: $41.9m
Company benefits
- Flexible PTO
- Full medical, dental, and vision insurance
- Free access to One Medical, Kindbody, and Talkspace
- BarkBack Program ($500 annual donation to a dog charity of your choice)
- Free Fi Membership for your furry best friend(s)
- Gifting program to share the Fi magic with loved ones
Company HQ
NoHo, New York, NY
Leadership
Jonathan Bensamoun
(CEO & Co-founder)Previously worked as VP Product & Engineering at ShopKeep, and was a Product Manager at Square.
Loren Kirkby
(CTO & Co-founder)Previously worked as Lead Engineer at DivX, and was Chief Architect at Dropcam (acquired by Google's Nest Labs).
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