Customer Experience Agent, HQ

Welcome to Fi.   We’re a passionate team from Square, Google, Oura, Peloton, Uber, and more working to transform the human-pet relationship. Our mission? Develop cutting-edge technology to revolutionize what it means to be a pet parent. The pet industry remains firmly stuck in the past and we are here to change that. Fi is leveraging our team's talent and expertise to improve the lives of millions of pets in the U.S. Real-time location tracking, activity, sleep and behavior monitoring – and that's just the beginning.   The most exciting aspect of our work? Bridging the communication gap between pets and humans. Imagine a world where everyone knows how their pet feels in real time and how to keep their best friend in good shape. That's the future we're building at Fi.   If you're someone who thrives in innovative, collaborative work environments and feels strongly about helping pets live longer, better lives, Fi could be the perfect fit. Join us in our pursuit of the “impossible,” or as we call it here “let me find a way,” to redefine the future of pet ownership together.   Fi is looking for a Customer Experience Agent, HQ!  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.