Customer Experience Associate

About Flock

Flock is committed to ensuring safe communities by developing technologies that help reduce crime and protect privacy. Our collaborations span municipalities, businesses, educational institutions, and neighborhoods to safeguard living, working, and recreational areas. Our technology has supported over one million criminal investigations and aided in solving around 20% of reported crimes in active areas, including assisting in finding over 10,000 missing individuals.

We are a high-energy team united by a sense of urgency, ownership, and a shared drive to make a meaningful difference. The workplace is fast-paced, with high expectations where pushing beyond limits, mutual support, and accountability for impactful results are core values. Backed by over $1 billion in funding and valued at $8.3 billion, we're deliberately scaling our operations and investing in people who can help achieve what was once thought impossible. At Flock, you will have ample opportunity to grow quickly, assume real responsibilities, and contribute to a mission larger than yourself.

Role Overview

This fully remote role requires excellent time management, the ability to juggle multiple tasks effectively, critical thinking, and strong communication skills to optimize the customer experience. Candidates should be open to working on potential weekends.

Key Responsibilities

• Develop expertise in all aspects of Flock Safety's products and services to serve as a trusted resource for existing and potential customers.
• Respond promptly and courteously to diverse customer inquiries through phone, live chat, and email.
• Educate customers on best practices and tips to maximize the benefits of our software.
• Collaborate with Product, Engineering, Operations, Sales, Project Management, and Customer Success teams to resolve escalated issues tactfully.
• Offer suggestions for product improvements to enhance customer experience and influence network-wide changes.
• Contribute to the Customer Help Center to reduce customer dependency on direct support.

Required Qualifications and Experience

• Demonstrated success in customer-facing roles spanning at least two years, such as 911 dispatch, technical support, or hospitality.
• Comfortable engaging customers via multiple channels including phone, chat, and email; familiarity with Salesforce, Jira, or similar tools is advantageous.
• Strong written and verbal communication skills.
• Experience in troubleshooting software issues and devising innovative solutions.
• Adaptability to change and navigating challenges or ambiguity effectively.
• Ability to work autonomously, prioritize tasks efficiently, and communicate clearly with both customers and internal teams.
• Proven track record of delivering high-quality customer service while maintaining productivity.

First 90 Days Milestones

We emphasize results over traditional job descriptions and follow a 90-day performance plan:

• Days 1-30: Learn the role, tools, and systems; observe calls; initially respond under supervision; gradually take on more complex cases; meet with company leaders.
• Days 31-60: Broaden knowledge of FlockOS; possibly handle inbound sales calls; manage more emails; contribute to knowledge base updates; manage your own case queue independently.
• Days 61-90 and beyond: Gain comprehensive familiarity with software and hardware; proactively support internal inquiries; suggest improvements; engage in website chat support; maintain regular progress reporting and performance at par with experienced colleagues.

Compensation and Benefits

Starting salary can reach up to $55,000, complemented by Flock Safety stock options. Compensation is influenced by experience, education, and market standards.

• Flexible paid time off plus 11 company holidays.
• Comprehensive, fully-paid health benefits including medical, dental, vision, and health savings account contributions.
• Generous family leave with 12 weeks fully paid parental leave and extra recovery time for birthing parents.
• Fertility and family benefits with a digital health platform and a $50,000 lifetime maximum for eligible adoption, surrogacy, or fertility costs starting in 2025.
• Caregiver support services.
• One-on-one equity tax advisory sessions.
• Diverse Employee Resource Groups fostering inclusivity and belonging.
• Monthly $150 work-from-home stipend and annual $300 productivity stipend for personal development resources.
• One-time $750 home office setup allowance.
• Pet insurance offerings for employees’ animals.

Additional Information

Employment requires obtaining and maintaining Criminal Justice Information Services (CJIS) certification, including a thorough FBI fingerprint background check. Flock is an equal opportunity employer that celebrates diversity and fosters an inclusive workplace culture based on transparency, respect, and collaboration.

If accommodations are needed during the interview process due to disability, requests can be confidentially submitted via email.

Candidates should be wary of fraudulent job offers as all official communications come only from an @flocksafety.com email address. No payments or sensitive information will ever be requested during hiring.