Who is Fi?

Fi is rethinking the relationship between dogs and humans. We build products for your dog to live a longer, better life. We are full of experienced, passionate people that have built and shipped outstanding products for Nest, Square, Google and Uber who all care about their dogs. Together, we're bringing a digital revolution to the dog space.

Today's dog industry is a relic from the 80s. We are using technology to improve dog's life and make the 100 million dogs in the US live longer. Dogs' life expectancy hasn't improved in decades - we are here to change this. We are keeping dogs safe by allowing owners to keep track of their whereabouts. We are keeping dogs healthy by showing owners how much they should exercise and keep them accountable. We also monitor health patterns like sleep and overall balance of activity versus resting patterns.

The hardest part about being a dog owner is they can't tell you when something is wrong. Fi aims to change that; We're looking for people to join us who love a good challenge—and of course, dogs. We set the bar high at Fi. In our world, "impossible" means "let me find a way".

If you feel like you belong, keep reading!

Fi is looking for a Director of Customer Success Strategy & Operations!

We are seeking an experienced Customer Success Director to spearhead efforts in shaping our customer success strategy and overall operations to ensure we’re best supporting our customers and providing best-in-class support!

This role will entail crafting comprehensive strategy for all aspects of the team including collaborating with the CX team to analyze and improve data systems and processes, utilizing Zendesk and other tools to develop and implement automation solutions, including chatbots and macro flows and analyzing customer interaction data to identify trends and opportunities for improvement. The role is highly collaborative, with a focus on cross-functional partnership with teams to ensure data integrity and consistency. The Director will also oversee all training & quality assurance for the CX team. If you're passionate about driving customer-centricity and empowering teams to excel, we invite you to apply.

Qualifications:

8+ years of customer success experience, demonstrating adeptness in guiding teams to achieve customer satisfaction goals.

Proven track record of 5+ years in defining and implementing training and onboarding programs.

Strong organizational skills with meticulous attention to detail.

Collaborative mindset, adept at working effectively with cross-functional teams to drive customer-centric strategies.

Bachelor's degree preferred, or equivalent practical experience.

Share a genuine love for dogs.

Responsibilities:

Develop and execute a comprehensive customer success strategy aligned with company goals.

Foster cross-functional partnerships with teams to ensure collaboration on customer success initiatives.

Oversee CX team training programs to ensure consistent delivery of high-quality support services.

Collaborate with the CX team to analyze and enhance data systems and processes for data integrity.

Utilize Zendesk and other tools to develop and implement automation solutions, such as chatbots and macro flows, for improved customer support efficiency.

Lead efforts to continuously improve customer experience and satisfaction metrics, staying informed on industry best practices to drive innovation.

The anticipated base salary for this position is $130,000 - $175,000. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held. This position is also eligible for equity compensation.

Fi

Director, Customer Success Strategy & Operations