• 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

As a Leave Specialist, you will be the primary contact for employees of companies we service and will manage a leave of absence from start to finish. You will also play a critical role of supporting your peers and Sparrow team members. Manage a portfolio of leave of absences, short-term and long-term leaves, from inception to completion for employees in the US and Canada across multiple companies using established Leave of Absence processes. Maintain ongoing knowledge of State, Federal, and an array of Company leave policies, including FMLA and ADA, short-term and long-term disability plans. Communicate directly with third parties when necessary, preserving the confidentiality of employee medical documentation and files. Interface and collaborate comfortably with a variety of key stakeholders to maintain relationships, including employees, HR, payroll teams, managers, HR Business Partners, through various methods of communication (phone, email). Maintain complete and accurate internal records of leave requests and documentation of best practices. Partner with our internal payroll teams to ensure employees are paid accurately and on time. Partner with our internal claims management team to file and manage claim filings with states and private disability insurance providers. Use a combination of tools to manage, communicate and update all stages of a leave. Work with the Customer Experience department to ensure a consistent level of service, utilizing resources and adapting to process improvements to enhance employee and employer experiences. Actively participate in team meetings providing feedback, solutions and suggestions. Collect and share product feedback that you receive during customer interactions. Evaluate our impact throughout the lifecycle of each leave. Implement process improvements to resolve inefficiencies and address customer pain points. Provide and seek negative and positive specific feedback to your peers, supporting your team's growth and development.

• Manage and respond to inbound support requests through email and internal tools • Provide clear, empathetic, and accurate responses to technical and non-technical users • Troubleshoot platform issues by reviewing logs, referencing documentation, and reproducing customer scenarios • Escalate complex or urgent issues to product and engineering teams • Support real-time inquiries inside community spaces such as Discord • Identify recurring questions, bugs, and product gaps and document them clearly • Contribute updates to help center articles, troubleshooting guides, and internal documentation • Provide structured feedback to cross-functional teams on customer sentiment and platform usability • Work with engineering, product, and operations teams to close support loops • Share insights that improve onboarding, documentation, and user experience • Help refine internal support systems, workflows, and templates

• Research, troubleshoot, and resolve technical issues via email and live chat. • Validate and replicate user-reported issues, analyze logs, and identify root causes. • Communicate clearly and empathetically with customers, offering best practices and solutions. • Lead live troubleshooting sessions when needed to resolve urgent issues. • Use SQL queries and monitoring tools (Sentry, Splunk, Papertrail) to investigate issues. • Provide actionable insights from data analysis to support troubleshooting and platform improvements. • Document findings and contribute to building a stronger knowledge base. • Advocate for customers internally by collaborating with Engineering, Product, and Customer Success teams. • Support QA testing for new features and bug fixes before release. • Contribute to self-service resources like FAQs and knowledge base articles.