Customer Experience Lead (Trust & Safety)

Fi•New York, NY

2d•$70,000 - $80,000

About The Position

Fi is looking for a Customer Experience Lead to lead and scale our CX function while owning the build-out of Trust & Safety operations. This role is designed for a strong operator who thrives in fast-moving environments and can balance execution with systems thinking. Youâll ensure customers receive thoughtful, high-quality support while navigating complex legal, safety, and dispute scenarios that come with a connected pet technology platform.

Requirements

3+ years of experience leading customer experience, support, or operations teams, with hands-on ownership of Trust & Safety, fraud, risk, or compliance workflows
Demonstrated ability to manage legal and regulatory processes including data requests, privacy compliance (CCPA, CPRA, GDPR, state laws), and dispute resolution
Proven track record of building and scaling operational processes, frameworks, and tooling from the ground up in fast-moving or high-growth environments
Strong analytical skills with experience defining, tracking, and optimizing CX and Trust & Safety metrics
Sound judgment and decision-making abilities in ambiguous, sensitive, or high-pressure situations
Experience hiring, coaching, and performance-managing teams with a focus on high standards and continuous improvement
Clear, confident written and verbal communicator, comfortable navigating difficult customer, legal, and cross-functional conversations with empathy
Comfortable operating in ambiguity, prioritizing competing demands, and driving change across a growing organization
Experience in consumer technology or startup environments, with familiarity using CX and Trust & Safety platforms (Zendesk, Intercom, Service Cloud) and exposure to fraud detection, automation, or AI-enabled workflows

Nice To Haves

experience with IoT, hardware-enabled products, or pet tech is a plus

Responsibilities

Lead, coach, and develop the customer experience team while owning day-to-day support operations across email, chat, phone, and social
Set performance standards and drive improvement across CSAT, response times, resolution rates, and NPS through data, tooling, and process rigor
Build, document, and scale support workflows, SOPs, escalation paths, SLAs, and response templates, bringing structure and consistency to evolving CX and Trust & Safety needs
Partner closely with Product, Engineering, Marketing, CX leadership, and Legal to resolve escalations, address systemic customer pain points, and improve the end-to-end customer journey
Own complex and high-stakes customer cases, including urgent lost pet situations, pet death support and account closure, location access issues, and sensitive ownership disputes
Lead Trust & Safety and risk operations, including law enforcement subpoenas, privacy and data rights requests (CCPA, CPRA, GDPR, state-level), Attorney General inquiries, BBB complaints, and small claims mattersInvestigate and mitigate safety, fraud, and misuse risks, including location tracking abuse, product tampering, and fraudulent warranty or service claims
Oversee Fi Nano microchip registration, ownership transfers, and disputes with rescue organizations
Establish tracking and reporting to monitor CX and Trust & Safety trends, identify risk, and drive continuous improvement
Help define and execute the roadmap for scaling CX and Trust & Safety functions as Fi grows

Benefits

Time to Recharge: Enjoy PTO to take the breaks you need.
Top-Notch Health Coverage: Weâve 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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume