Lead, coach, and develop the customer experience team while owning day-to-day support operations across email, chat, phone, and social
Set performance standards and drive improvement across CSAT, response times, resolution rates, and NPS through data, tooling, and process rigor
Build, document, and scale support workflows, SOPs, escalation paths, SLAs, and response templates, bringing structure and consistency to evolving CX and Trust & Safety needs
Partner closely with Product, Engineering, Marketing, CX leadership, and Legal to resolve escalations, address systemic customer pain points, and improve the end-to-end customer journey
Own complex and high-stakes customer cases, including urgent lost pet situations, pet death support and account closure, location access issues, and sensitive ownership disputes
Lead 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 matters
Investigate and mitigate safety, fraud, and misuse risks, including location tracking abuse, product tampering, and fraudulent warranty or service claims
Oversee Fi Nano microchip registration, ownership transfers, and disputes with rescue organizations
Establish tracking and reporting to monitor CX and Trust & Safety trends, identify risk, and drive continuous improvement
Help define and execute the roadmap for scaling CX and Trust & Safety functions as Fi grows

Requirements

3+ years of experience leading customer experience, support, or operations teams, with hands-on ownership of Trust & Safety, fraud, risk, or compliance workflows
Demonstrated ability to manage legal and regulatory processes including data requests, privacy compliance (CCPA, CPRA, GDPR, state laws), and dispute resolution
Proven track record of building and scaling operational processes, frameworks, and tooling from the ground up in fast-moving or high-growth environments
Strong analytical skills with experience defining, tracking, and optimizing CX and Trust & Safety metrics
Sound judgment and decision-making abilities in ambiguous, sensitive, or high-pressure situations
Experience hiring, coaching, and performance-managing teams with a focus on high standards and continuous improvement
Clear, confident written and verbal communicator, comfortable navigating difficult customer, legal, and cross-functional conversations with empathy
Comfortable operating in ambiguity, prioritizing competing demands, and driving change across a growing organization
Experience 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 plus

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer experiencesupport operationsTrust & Safetyfraud detectionrisk managementcompliance workflowsdata analysisperformance metricsprocess improvementdispute resolution

Soft Skills

leadershipcoachinganalytical skillsdecision-makingcommunicationempathyadaptabilityproblem-solvingteam managementconflict resolution