Remote
Customer Experience Agent
Full-timePosted
- Salary
- $25–30/hr
- Experience
- 1–6 years
- Eligible batches
- 2020 – 2025
- Location
- Remote
About the role
Fi is seeking a Customer Experience Agent to join its pet‑tech team. The position is full‑time, remote, and focuses on handling escalated support cases, troubleshooting hardware issues, and building strong relationships with dog‑parent customers.
Responsibilities
- Take ownership of complex tickets that first‑tier support cannot resolve, including billing and membership edge cases.
- Diagnose and fix hardware problems such as connectivity or syncing failures.
- Provide empathetic, clear communication via phone, chat, and email, often outside regular hours.
- Identify recurring patterns and share insights with the support team to improve processes.
- Maintain accurate records in the ticketing system and ensure timely follow‑up.
Eligibility
- At least one year of customer‑support experience, preferably with a technical focus.
- Hands‑on experience troubleshooting consumer hardware devices.
- Strong written and verbal communication skills.
- Passion for pets and a collaborative startup mindset.
Skills
- Hardware troubleshooting and diagnostics.
- Comfort with ticketing platforms (e.g., Zendesk).
- Ability to learn new tools quickly.
- Problem‑solving orientation and attention to detail.
Resume keywords
Terms from this listing. Many screening tools match exact words, so mirror the ones you genuinely have.
Asked for
- Hardware
- Troubleshooting
- Customer support
Nice to have
- Zendesk
- Retention
- Save-flow
Benefits
- Flexible paid time off.
- Comprehensive medical, dental, and vision coverage.
- Wellness perks including One Medical, Kindbody, and Talkspace.
- Dog‑friendly office policy and a free Fi collar for your pet.
- $500 annual donation to a dog charity of your choice.
- Equity participation opportunity.
You'll apply on jobs.lever.co
Apply link checked by CareersAt.Tech and re-tested nightly. You never pay to apply. Report listing
About Fi
Fin provides AI‑powered customer experience solutions, helping businesses with support, sales and commerce. It originated from Intercom and is now a large private software firm. The company focuses on AI Customer Agents.
More about Fi