Customer Experience Agent

Brooklyn FI Inc operates as a dog technology company. The Company develops LTE-M dog collar that tracks customers dogs location no matter where they are in the United States. Brooklyn FI creates technology to alert…

Location: Remote
Company size: 50–200
Posted: 4w ago
Via: Lever

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Job listing · Posted 15 OCT 2026

Customer Experience Agent

Fi· RemoteView company profile

Job title: Customer Experience Agent
Job location: Remote
Job listing URL: https://jobs.lever.co/fi/3023da51-fe37-4ca6-8552-491e5b2a6bc8
Job description: What You'll Do:
Handle Escalations: Take the cases that first-tier support can’t resolve, from complex billing and membership situations to edge cases with no clear playbook.

Troubleshoot Hardware: Diagnose and resolve issues where the device itself is part of the problem, including connectivity and syncing.

Drive Loyalty Through Experience: Build meaningful relationships with our dog parent community, ensuring they feel heard, supported, and excited about Fi.

Collaborate to Improve: Share patterns from escalations with the team to strengthen our support processes.
What You'll Bring:
1+ Years in Customer Support: You’ve supported customers in a previous role, ideally with a technical or troubleshooting focus.

Hardware Experience: You’ve worked through issues where the device itself was part of the problem.

Excellent Communication Skills: You’re articulate, empathetic, and calm under pressure.

Natural Problem-Solver: You enjoy digging into the root cause of issues and finding solutions that stick.

Tech Savvy: You’re quick to learn new platforms and tools.

Animal Lover at Heart: You genuinely care about pets and their people.

Excitement for Startups: You embrace change and want to be part of a team that’s growing fast.

Nice to Have: Retention or save-flow experience, high-touch account experience, and ticketing platform experience such as Zendesk.
Why 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.