Customer Experience Lead - New York, NY
2 days ago
Job description
Welcome to Fi.We're a passionate team from Square, Google, TikTok, 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 Lead
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. You'll ensure customers receive thoughtful, high-quality support while navigating complex legal, safety, and dispute scenarios that come with a connected pet technology platform.
What You'll Do:
- 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
What You'll Bring:
- 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; experience with IoT, hardware-enabled products, or pet tech is a plus
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.
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