• 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