Customer Experience Lead (Trust & Safety)

Fi(6 days ago)

New York, NYOnsiteFull TimeManager$118,170 - $154,939 (estimated)Customer Experience

About this role

The Customer Experience Lead at Fi will help scale the company's CX and Trust & Safety functions for a consumer pet-tech business that builds connected collars and software. This New York–based role supports Fi’s mission to improve pet owners’ lives by contributing to the growth and operational maturity of customer-facing functions. The position is part of a fast-moving startup environment focused on product and data-driven customer experiences.

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Required Skills

Customer Support
Trust Safety
Escalation Management
SOPs
SLAs
Data Analysis
Metrics Tracking
Risk Management
Privacy Compliance
Team Leadership

+5 more

About Fi

tryfi.com

Fi is a pet‑tech company that makes the Fi Smart Dog Collar — a GPS‑enabled, subscription‑based tracker and health/activity monitor for dogs. The collar pairs with a mobile app to deliver real‑time location, lost‑dog mode, and behavior/activity insights (e.g., eating, licking, barking) to help owners monitor their pet’s safety and wellbeing. Fi sells the collar online and powers its location and data features via a monthly service (starting at $19/month).