Customer Success Team Lead

Welcome to Fi.
We’re a passionate team from Square, Google, Peloton, Uber, and more working to transform the dog-human relationship. Our mission? Develop cutting-edge technology to revolutionize what it means to be a dog parent. The dog industry remains firmly stuck in the past and we are here to change that. Fi is leveraging our team's talent and expertise to improve the lives of the millions of dogs in the U.S. Real-time location tracking, activity, sleep and behavior monitoring – and that's just the beginning.
The most exciting aspect of our work? Bridging the communication gap between dogs and humans. Imagine a world where everyone knows how their dog feels in real time and how to keep their best friend in good shape. That's the future we're building at Fi.
If you're someone who thrives in innovative, collaborative work environments and feels strongly about helping dogs live longer, better lives, Fi could be the perfect fit. Join us in our pursuit of the “impossible,” or as we call it here “let me find a way,” to redefine the future of dog ownership together.
Fi is searching for a Customer Success Team Lead!
Fi is looking for a Customer Success Team Lead to deliver operational excellence, foster team development, and drive innovation within our CX team. This role is a unique opportunity to combine real-time operations management with strategic leadership, ensuring exceptional customer experiences and the growth of our CX agents. This role will follow an Eastern time, Tuesday through Saturday schedule.
If you’re excited to lead a dynamic team, optimize processes, and champion exceptional customer outcomes, this role is for you.

What You'll Do:

• Team Leadership & Mentorship: Lead, mentor, and develop CX agents across email, chat, and phone channels to achieve KPIs like ticket resolution, QA scores, CSAT, and adherence. Conduct coaching sessions, performance reviews, and career development discussions.
• Operational Excellence: Act as Lead on Duty (LoD), monitor real-time performance, manage escalations, adjust staffing schedules, and ensure seamless CX operations.
• CX Subject Matter Expertise: Serve as a go-to resource on specific markets or products, provide actionable solutions, and collaborate with cross-functional teams to improve customer journeys.
• Proactive KPI Ownership: Drive the team to achieve and exceed key performance metrics, using data to identify improvement opportunities and ensure high efficiency.
• Customer Advocacy: Gather frontline insights to refine workflows, champion the voice of the customer, and enhance overall customer experiences.
• Escalation & Quality Assurance: Oversee BPO partner performance, monitor ticket handling for quality, and address negative CSAT responses with corrective actions.
• Leadership & Collaboration: Balance agent management with special projects, working cross-functionally to align efforts and achieve strategic goals.
• Reporting & Process Improvement: Monitor KPIs, identify trends, and provide actionable feedback to improve operational processes and service quality.
• Tools & Platforms: Leverage platforms such as Slack, Zendesk, and Assembled to manage communication, ticket monitoring, scheduling, and performance reporting effectively.

What We’re Looking For:

• Experience leading CX teams or managing operational workflows in a fast-paced, customer-facing environment.
• Proven ability to coach and develop team members to meet and exceed performance expectations.
• Proficiency in Zendesk or similar CRM platforms, and familiarity with scheduling tools like Assembled.
• Strong critical thinking and problem-solving skills, with a customer-first mindset.
• Excellent verbal and written communication skills.
• Demonstrated ability to analyze metrics, identify trends, and implement solutions to improve outcomes.
• Flexibility to act as Lead on Call during rotating shifts and provide support when needed.

What's in it for you?

• Unlimited Vacation
• Commuter Benefits
• Medical/Dental/Vision coverage
• FSA
• 401(k)
• Stocked Kitchen
• Team Lunches
• Perkspot Discounts
• Access to Talkspace, Kindbody, Peloton One, and Citibike
• $2,000 / month donated to dog-related charities (it's our #Barkback program)

Fi is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy