Customer Success Agent

2 hours, 15 minutes ago
Full-time
Junior
Customer and Technical Support
Fi

Fi

Fi is a company that specializes in dog GPS and health tracking through their Smart Dog Collar Fi Series 3. They offer live tracking, daily activity goals, and alerts for when a dog escapes. With a focus on using technology to improve the relationship ...

Health Care Providers & Services
51-250
Founded 2017
$40M raised

Description

  • Respond to customer inquiries via phone and email with clarity, compassion, and urgency.
  • Troubleshoot and resolve issues related to app connectivity, device performance, and account support.
  • Provide technical guidance to help customers get the most out of their Fi Collar.
  • Handle a high volume of technical support cases in a fast-paced, evolving environment.
  • Build strong relationships with customers to support satisfaction and retention.
  • Partner with the Customer Success Lead and team to share feedback and improve support processes.
  • Use Zendesk or similar tools to track issues, manage tickets, and surface insights.
  • Work availability outside standard business hours, including evenings and weekends, as needed.

Requirements

  • 1+ years of experience in customer support.
  • Experience in a role with a strong technical or troubleshooting focus is preferred.
  • Excellent verbal and written communication skills.
  • Ability to stay calm, empathetic, and effective under pressure, especially over the phone.
  • Strong problem-solving skills with the ability to identify root causes and durable solutions.
  • Comfort using support tools such as Zendesk; prior Zendesk experience is a plus.
  • Ability to work in a high-volume, dynamic, and rapidly changing environment.
  • Availability outside standard business hours, including evenings and weekends, may be required.
  • Genuine interest in dogs and customer care.
  • Startup experience or comfort with fast-paced iteration is preferred.

Benefits

  • Flexible PTO.
  • Full medical, dental, and vision insurance.
  • Free access to One Medical, Kindbody, and Talkspace.
  • Dog-friendly office environment.
  • $500 annual donation to a dog charity of your choice through the BarkBack Program.
  • Free Fi membership for your pets.
  • Gifting program for friends and family.

Interested in this position?

Apply directly on the company website

Apply Now

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