Customer Experience Agent, HQ

Fi

1d • $25 - $30 • Onsite

About The Position

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.

Requirements

• 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.

Responsibilities

• 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.

Benefits

• Flexible PTO
• Full medical, dental, and vision insurance
• Free access to One Medical, Kindbody, and Talkspace
• Dog-Friendly Office
• $500 annual donation to a dog charity of your choice through our BarkBack Program
• Free Fi Membership
• Gifting program for friends and family

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed