Job description

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 looking for Customer Success Agents to help build strong relationships with our customers while delivering exceptional service. This role is an exciting opportunity to work closely with dog owners, solve problems, and create remarkable customer experiences in a fast-paced, dog-loving environment. As a Customer Success Agent, you’ll engage directly with customers to resolve their inquiries, ensure their satisfaction, and promote retention and loyalty. You’ll be the face of Fi’s support team, fostering trust and building lasting relationships with our growing community of dog parents.

The schedule for this role will be Tuesday through Saturday, Pacific Time, so you’ll always be there to help our customers when they need it most.

If you’re passionate about creating positive customer experiences, love dogs, and thrive in dynamic environments, this role is for you.

What You'll Do:

Build Customer Relationships: Foster strong, lasting relationships with customers to promote loyalty and retention.

Deliver Exceptional Support: Provide world-class customer service via phone and email, resolving inquiries quickly and efficiently.

Collaborate with the Team: Work closely with the Customer Success Lead to improve strategies and ensure customer satisfaction.

Utilize Support Tools: Manage and track customer interactions using tools like Zendesk (bonus if you already have experience with it).

What You Bring to the Table:

Customer Experience Expertise: 1+ years of experience in a customer support or experience role.

Strong Communication Skills: Excellent written and verbal communication, with a knack for solving problems over the phone and email.

Dog Lovers Preferred: A passion for dogs and an eagerness to engage with dog owners

Tech Savvy: Familiarity with Zendesk or similar support tools is a plus.

Why You'll Love Us:

Time to Recharge: Enjoy 25 days of paid time off every year.

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.

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.

Required profile