Job Description:
Remote customer support job with Fi, maker of a GPS smart dog collar, handling escalated phone, chat, and email cases and troubleshooting devices. Needs 1+ year of customer support experience. Pay $25 to $30 an hour.
About the Role
Fi is looking for a Customer Experience Agent who thrives in a fast-paced, tech-driven environment and loves solving problems with empathy and efficiency. Customer requests range from simple issues to complex hardware problems. This is a phone, chat, and email-heavy role that may require availability outside standard business hours, including evenings and weekends, and comfort with a high volume of technical support.
What You Will Do
- Take the cases first-tier support can't resolve, from complex billing and membership situations to edge cases with no clear playbook
- Diagnose and resolve issues where the device itself is part of the problem, including connectivity and syncing
- Build relationships with Fi's dog parent community so customers feel heard and supported
- Share patterns from escalations with the team to strengthen support processes
What You Need
- 1+ year in customer support, ideally with a technical or troubleshooting focus
- Experience working through issues where the device itself was part of the problem
- Clear, empathetic communication and calm under pressure
- A natural problem-solver who is quick to learn new tools
- Genuine care for pets and their people
- Nice to have: retention or save-flow experience, high-touch account experience, and ticketing tools such as Zendesk
Location & Pay
Remote (United States); Fi's Lever posting lists the location as Remote with commitment "Full Time / On site or Remote". May require evenings and weekends. Anticipated hourly rate $25 to $30, plus medical, dental, and vision insurance and flexible PTO.