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Customer Experience Agent

Fi

LeverRemote
WhatsApp
Location
Remote, Not specified
Type
Full Time / On site or Remote
Salary
Salary not specified
Posted
15 Oct 2026
What You'll Do: Handle Escalations: Take the cases that first-tier support can’t resolve, from complex billing and membership situations to edge cases with no clear playbook. Troubleshoot Hardware: Diagnose and resolve issues where the device itself is part of the problem, including connectivity and syncing. Drive Loyalty Through Experience: Build meaningful relationships with our dog parent community, ensuring they feel heard, supported, and excited about Fi. Collaborate to Improve: Share patterns from escalations with the team to strengthen our support processes. What You'll Bring: 1+ Years in Customer Support: You’ve supported customers in a previous role, ideally with a technical or troubleshooting focus. Hardware Experience: You’ve worked through issues where the device itself was part of the problem. Excellent Communication Skills: You’re articulate, empathetic, and calm under pressure. 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 tools. Animal Lover at Heart: You genuinely care about pets and their people. Excitement for Startups: You embrace change and want to be
What You'll Do: Handle Escalations: Take the cases that first-tier support can’t resolve, from complex billing and membership situations to edge cases with no clear playbook. Troubleshoot Hardware: Diagnose and resolve issues where the device itself is part of the problem, including connectivity and syncing. Drive Loyalty Through Experience: Build meaningful relationships with our dog parent community, ensuring they feel heard, supported, and excited about Fi. Collaborate to Improve: Share patterns from escalations with the team to strengthen our support processes. What You'll Bring: 1+ Years in Customer Support: You’ve supported customers in a previous role, ideally with a technical or troubleshooting focus. Hardware Experience: You’ve worked through issues where the device itself was part of the problem. Excellent Communication Skills: You’re articulate, empathetic, and calm under pressure. 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 tools. Animal Lover at Heart: You genuinely care about pets and their people. Excitement for Startups: You embrace change and want to be part of a team that’s growing fast. Nice to Have: Retention or save-flow experience, high-touch account experience, and ticketing platform experience such as Zendesk. Why You'll Love Us: Time to Recharge: Enjoy flexible 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. Dog-Friendly Office: Bring your pup to work — they’re part of the team, too. 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.