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Fi

Customer Experience Agent

Fi

. Handle escalated cases that first-tier support cannot resolve, including complex billing, membership, and edge-case situations .

Posted 11/6/2026full-timeRemote • United StatesJunior💰 $25 - $30 per hourWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates strong problem-solving abilities and effective communication skills while providing empathetic customer support in a fast-paced environment. Proficient in troubleshooting hardware issues and managing high volumes of technical support inquiries.

Highest-signal resume keywords
Customer Support ExperienceTroubleshooting Hardware IssuesExcellent Communication SkillsProblem-Solving AbilityTicketing Platform Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
TroubleshootingRoot-Cause AnalysisTechnical Support
Soft Skills
EmpathyCalm Under PressureRelationship Building
Tools & Technologies
Zendesk
Industry Keywords
Customer SupportBillingMembershipFast-Paced Startup Environment

About the role

Key responsibilities & impact
  • Handle escalated cases that first-tier support cannot resolve, including complex billing, membership, and edge-case situations
  • Diagnose and resolve hardware issues, including connectivity and syncing problems
  • Build meaningful relationships with the dog parent community
  • Share escalation patterns with the team to improve support processes
  • Provide phone-, chat-, and email-based customer support
  • Solve customer issues with empathy and efficiency in a dynamic, evolving environment

Requirements

What you’ll need
  • 1+ years in customer support, ideally with a technical or troubleshooting focus
  • Experience troubleshooting hardware issues
  • Excellent communication skills; articulate, empathetic, and calm under pressure
  • Strong problem-solving ability and root-cause analysis
  • Ability to learn new platforms and tools quickly
  • Genuine care for pets and their owners
  • Comfort with fast-paced startup environments
  • Availability outside standard business hours, including evenings and weekends, may be required
  • Comfortable handling a high volume of technical support
  • Retention or save-flow experience, high-touch account experience, and ticketing platform experience such as Zendesk are nice to have

Benefits

Comp & perks
  • Flexible PTO
  • Full medical, dental, and vision insurance
  • Free access to One Medical, Kindbody, and Talkspace
  • Dog-friendly office
  • $500 annual donation to a dog charity of your choice through the BarkBack Program
  • Free Fi membership for pets
  • Gifting program for friends and family
  • Equity compensation