Customer Experience Agent

Fi
United States
RemoteCareer-pivot friendly

Who this role is best for

Strong fit for customer support professionals who thrive in tech-driven environments and have experience with hardware troubleshooting.

Best fit for

  • Candidates with prior technical support experience and a passion for pets and their owners
    — “If you're someone who thrives in innovative, collaborative work environments and feels strongly about helping pets live longer, better lives”
  • Individuals who enjoy solving complex technical issues and are comfortable with ambiguity
    — “Take the cases that first-tier support can’t resolve, from complex billing and membership situations to edge cases with no clear playbook.”
  • People who are adaptable and eager to grow with a startup in a dynamic environment
    — “Excitement for Startups: You embrace change and want to be part of a team that’s growing fast.”

Things to consider

  • The role requires availability outside standard business hours, including evenings and weekends
    — “may require availability outside of standard business hours, including evenings and weekends”
  • Candidates must be comfortable with high volume and evolving technical support demands
    — “Candidates must be comfortable with a high volume of technical support in a dynamic and evolving environment”

How to stand out

  • Highlight experience with complex problem-solving and customer empathy in your resume and interviews
    — “You’re articulate, empathetic, and calm under pressure.”
  • Showcase your adaptability and eagerness to learn new tech tools and platforms
    — “You’re quick to learn new platforms and tools.”
  • Demonstrate a genuine interest in pets and their well-being in your application materials
    — “You genuinely care about pets and their people.”
  • Include experience with ticketing systems like Zendesk as a differentiator
    — “Nice to Have: ... ticketing platform experience such as Zendesk.”
Pace · Fast PacedCollaboration · MediumAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • handle escalations
  • troubleshoot hardware
  • build customer relationships
  • improve support processes
Typical background
customer supporttechnical support

Skills & requirements

Required

Customer SupportTroubleshootingCommunicationProblem-solvingTechnical Support

Preferred

Retention ExperienceHigh-touch Account ExperienceTicketing Platform Experience

Stack & domain

Customer SupportHardware TroubleshootingTechnical SupportCommunication SkillsProblem SolvingTech SavvyEmpathyCollaborationTeamworkAdaptabilityCustomer ServiceLeadershipPet CareTechnologyCustomer Experience

About the role

Original posting from Fi via Lever

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.

Source: Fi careers (Lever)

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