Customer Experience Lead (Trust & Safety)

New York City, NY - USA

Monthly Salary: $ 70000 - 80000

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

Welcome to Fi.

Were 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 teams 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 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 pet 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 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. Youll ensure customers receive thoughtful high-quality support while navigating complex legal safety and dispute scenarios that come with a connected pet technology platform.

What Youll 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 Youll 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 Youll Love Us:

Time to Recharge: Enjoy PTO to take the breaks you need.
Top-Notch Health Coverage: Weve 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.
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.

$70000 - $80000 a year

The anticipated base salary range for this position is $70000$80000. 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.

Welcome to Fi.Were 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 ch...