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.
