Fi

• Be the Frontline Voice of Fi: Respond to customer inquiries via phone and email with clarity, compassion, and urgency. • Resolve with Impact: Triage, troubleshoot, and resolve issues ranging from app connectivity and device troubleshooting to account support - always with an eye toward customer satisfaction and retention. • Drive Loyalty Through Experience: Build meaningful relationships with our dog parent community, ensuring they feel heard, supported, and excited about Fi. • Collaborate to Improve: Partner closely with our Customer Success Lead and teammates to share feedback, iterate on support strategies, and enhance our service operations. • Leverage Tools with Precision: Use platforms like Zendesk to track issues, manage tickets, and surface insights - previous experience a plus.

• Identify and qualify prospective partners across the US and European markets • Research target companies, map decision-makers, and build personalized outreach • Surface asymmetric opportunities and bring deal concepts to leadership with clear framing: why this partner, why now, what's in it for Fi • Find the leverage points in a prospective partner's business and build a compelling mutual value proposition • Draft outreach, pitch decks, and early-stage deal frameworks • Manage early pipeline conversations and warm opportunities for senior leadership • Own day-to-day management of the partnerships you bring in; track performance, flag issues proactively, and ensure both sides are delivering • Identify expansion opportunities within existing relationships • Build internal tools and automate repetitive workflows to operate at leverage far above your title • Create scalable systems for prospecting, tracking, and managing partnerships • Stay ahead of the curve on AI tools relevant to BD and bring new capabilities to the team

• Collaborate with the Director of Mobile and the engineering team to design, build, and refine innovative Android applications. • Develop complex and dynamic user interfaces using Kotlin and Jetpack Compose (or Android Views where appropriate), ensuring seamless functionality and an exceptional user experience. • Contribute to the full software development lifecycle, from design and implementation to production and maintenance. • Play a key role in shaping Fi’s Android development strategy and best practices. • Ensure performance, quality, and responsiveness of applications through code reviews, testing, and performance tuning.

• Collaborate with the Director of Mobile and the engineering team to design, build, and refine innovative iOS applications. • Develop complex and dynamic user interfaces, ensuring seamless functionality and an exceptional user experience. • Contribute to the full software development lifecycle, from design and implementation to production and maintenance. • Play a key role in shaping Fi’s mobile development strategy and best practices.

• 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

• Firmware Development: Take a front-line role in designing, developing, and maintaining firmware for embedded systems, ensuring functionality, reliability, and performance optimization. • Collaborative Problem-Solving: Work closely with cross-functional teams to integrate software with hardware components, troubleshoot issues, and optimize system performance. • Code Review and Documentation: Conduct code reviews, document code changes, and ensure compliance with coding standards and best practices in firmware development. • Testing and Validation: Develop test procedures and perform rigorous testing to validate firmware functionality and identify and resolve bugs or issues. • Research and Innovation: Stay updated with emerging technologies, tools, and trends in embedded systems and contribute innovative ideas to enhance product capabilities.

• Collaborate with the engineering team to deliver exceptional services and backend systems. • Engage in complex engineering challenges on the backend, covering creating dashboards, data aggregation, machine learning, and the development of scalable services. • Contribute to the development and deployment of our technology ecosystem, gaining proficiency in new technologies as you go. • Work with our native mobile applications and backend stack, aligning with industry standards.