Customer Success Operations Manager

New York City, NY - USA

Monthly Salary: $ 80000 - 110000

Posted on: 18 hours ago

Vacancies: 1 Vacancy

Job Summary

Welcome to Fi.

Were a passionate team from Square Google Peloton Uber and more working to transform the pet-human 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 teams talent and expertise to improve the lives of the millions of pets in the U.S. Real-time location tracking activity sleep and behavior monitoring and thats 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 pets feels in real time and how to keep their best friend in good shape. Thats the future were building at Fi.

If youre 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 dog ownership together.

Fi is looking for a Customer Success Operations Manager!

The Fi Collar is the most advanced pet tracker on the market. But the experience doesnt stop there. Our Customer Experience team is on the frontlinesensuring every pet parent feels supported every problem gets solved fast and every interaction builds lasting trust.

Were looking for a Customer Success Operations Manager to elevate how our CX team runs. This role is all about structure systems and performance. From workforce planning to Zendesk optimization youll make sure our queues tools and people are set up to deliver at the highest level.

What Youll Do:

Workforce Management: Own staffing models forecasting and scheduling to keep us ahead of demand.
Leader on Duty Flows: Run real-time queue management and escalation paths to protect SLAs.
Zendesk Optimization: Improve how we use Zendeskbuilding workflows automations and reporting that scale.
People Management: Manage and develop a team of CX specialists and team leads.
BPO & Vendor Management: Scale operations effectively through BPO partnerships and oversee vendor relationships to maintain quality and efficiency.
Operational PM: Drive structure in meetings assign ownership in Asana and ensure follow-through on priorities.
Tooling & Systems: Evaluate implement and optimize the platforms that power CX.
CX for Connected Devices: Apply best practices for consumer electronics and/or IoT support ensuring seamless experiences for hardware and app-based products.

What You Bring:

5 years of experience in CX operations workforce management or technical support leadership including managing support teams of 10.
Proven success with queue design WFM platforms and real-time ops management.
Hands-on expertise with Zendesk (or similar CX tools) and the ability to improve how teams use them.
Strong people leadershipyou can motivate coach and hold teams accountable.
Highly organized and detail-oriented; you can walk into a room map the players and create structure fast.A data-driven approach with experience forecasting building capacity plans and reporting on KPIs.

Why Youll Love Us:

Time to Recharge: Flexible PTO to take the breaks you need.
Top-Notch Health Coverage: Full medical dental and vision insurance.
Wellness Perks: Free access to One Medical Kindbody and Talkspace.
Give Back to the Pups: $500 annual donation to a dog charity of your choice through our BarkBack Program.
Free Fi Membership: Your pup gets a Fi collar on us.
Love for Friends Family: Share Fi with your pack through our gifting program.

$80000 - $110000 a year

The anticipated base salary range for this position is $80000$110000. Actual compensation will vary based on multiple factors including skills experience market conditions and role scope which may evolve during the hiring process. As a fast-growing Series B startup Fi evaluates compensation opportunistically to align with the right candidate. This role is also eligible for equity compensation.

Fi is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race color sex religion sexual orientation national origin disability genetic information pregnancy or any other protected characteristic as outlined by federal state or local laws. This policy applies to all employment practices within our organization including hiring promotion termination layoff recall leave of absence compensation benefits training and apprenticeship. Fi makes hiring decisions based solely on qualifications merit and our needs at the time.

Required Experience:

Manager

Welcome to Fi.Were a passionate team from Square Google Peloton Uber and more working to transform the pet-human 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 th...