Customer Experience Lead (Trust & Safety) position at Fi.| United States Of America

Fi Customer Experience Lead (Trust & Safety)

Experience: 3 Years

Pattern: Remote

Country:

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Bachelor's (B.Sc.)

New York, NY....United States Of America

Welcome to Fi.We’re 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 team's 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 that's 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. That's the future we're building at Fi.If you're 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. You’ll ensure customers receive thoughtful, high-quality support while navigating complex legal, safety, and dispute scenarios that come with a connected pet technology platform.\nWhat You’ll Do:Lead, coach, and develop the customer experience team while owning day-to-day support operations across email, chat, phone, and socialSet performance standards and drive improvement across CSAT, response times, resolution rates, and NPS through data, tooling, and process rigorBuild, document, and scale support workflows, SOPs, escalation paths, SLAs, and response templates, bringing structure and consistency to evolving CX and Trust & Safety needsPartner closely with Product, Engineering, Marketing, CX leadership, and Legal to resolve escalations, address systemic customer pain points, and improve the end-to-end customer journeyOwn complex and high-stakes customer cases, including urgent lost pet situations, pet death support and account closure, location access issues, and sensitive ownership disputesLead 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 claimsOversee Fi Nano microchip registration, ownership transfers, and disputes with rescue organizationsEstablish tracking and reporting to monitor CX and Trust & Safety trends, identify risk, and drive continuous improvementHelp define and execute the roadmap for scaling CX and Trust & Safety functions as Fi growsWhat You’ll Bring:3+ years of experience leading customer experience, support, or operations teams, with hands-on ownership of Trust & Safety, fraud, risk, or compliance workflowsDemonstrated ability to manage legal and regulatory processes including data requests, privacy compliance (CCPA, CPRA, GDPR, state laws), and dispute resolutionProven track record of building and scaling operational processes, frameworks, and tooling from the ground up in fast-moving or high-growth environmentsStrong analytical skills with experience defining, tracking, and optimizing CX and Trust & Safety metricsSound judgment and decision-making abilities in ambiguous, sensitive, or high-pressure situationsExperience hiring, coaching, and performance-managing teams with a focus on high standards and continuous improvementClear, confident written and verbal communicator, comfortable navigating difficult customer, legal, and cross-functional conversations with empathyComfortable operating in ambiguity, prioritizing competing demands, and driving change across a growing organizationExperience 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 plusWhy You'll Love Us:Time to Recharge: Enjoy flexible PTO to take the breaks you need.Top-Notch Health Coverage: We’ve 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.Dog-Friendly Office: Bring your pup to work — they’re part of the team, too.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.\n$70,000 - $80,000 a yearThe anticipated base salary range for this position is $70,000–$80,000. 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.\nFi 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.

Customer Experience Lead (Trust & Safety) job opportunity at Fi.

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Customer Experience Lead (Trust &amp; Safety) job opportunity at Fi.

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Customer Experience Lead (Trust & Safety) job opportunity at Fi.