Customer Operations • Lead

Who you are

You have a strong operational background and thrive in fast-moving environments — you understand the complexities of customer experience in a technology-driven industry and can balance execution with systems thinking. You are passionate about improving customer interactions and ensuring high-quality support, especially in challenging situations involving legal and safety concerns. Your experience has equipped you with the skills to navigate complex scenarios effectively, ensuring that customers feel supported and valued.

You possess excellent communication skills and can articulate complex concepts clearly — you understand the importance of bridging the gap between technology and customer needs. You are a collaborative team player who enjoys working with diverse teams to create innovative solutions that enhance the customer experience. Your ability to think critically and strategically allows you to identify areas for improvement and implement effective solutions.

What you'll do

As the Customer Experience Lead, you will be responsible for leading and scaling the customer experience function at Fi. You will oversee the build-out of Trust & Safety operations, ensuring that customers receive thoughtful and high-quality support. Your role will involve developing processes and systems that enhance customer interactions while addressing complex legal and safety scenarios that arise from our connected pet technology platform. You will work closely with cross-functional teams to ensure that customer feedback is integrated into product development and service enhancements.

You will also be tasked with training and mentoring team members, fostering a culture of excellence in customer service. By analyzing customer interactions and feedback, you will identify trends and areas for improvement, driving initiatives that enhance the overall customer experience. Your leadership will be crucial in creating a supportive environment where team members feel empowered to deliver exceptional service.

What we offer

At Fi, you will be part of a passionate team dedicated to transforming the human-pet relationship through innovative technology. We offer a collaborative work environment where your contributions will directly impact the lives of millions of pets and their owners. Join us in our mission to redefine pet ownership and make a meaningful difference in the industry.