Customer Success Agent

Summary

Join Fi, a company revolutionizing dog care with cutting-edge technology, as a Customer Success Agent. In this live channel role, you will be the frontline voice of Fi, providing phone, chat, and email support to dog parents. You will troubleshoot technical issues, resolve problems, and build relationships with customers. This role requires weekend availability (Wednesday-Sunday, Eastern Time) and experience in customer support with a technical focus. You will use platforms like Zendesk and need excellent communication and problem-solving skills. Fi offers competitive benefits, including PTO, health coverage, wellness perks, and a dog charity donation program.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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