Location Support Specialist, Customer Experience

About Flock

Flock builds technology aimed at reducing crime while protecting privacy. The company works with cities, businesses, schools, and neighborhoods to help improve safety where people live, work, and spend time. According to the posting, Flock technology supported more than 1 million criminal investigations last year, contributed to solving about 20% of reported crimes in deployed areas, and helped locate over 10,000 missing people.

The organization describes itself as a high-performance team driven by urgency, accountability, ownership, and meaningful impact. The environment is fast-moving, expectations are demanding, and team members are expected to stretch beyond limits while supporting one another and delivering measurable results. Flock also notes that it has raised over $1B in funding and is valued at $8.3B, with a strong focus on scaling carefully and giving people room to grow quickly and take on substantial responsibility.

The Opportunity

The Location Team handles product replacements, location-related issues, and relocations by coordinating clearly with customers and internal partners. In this position, you will work closely with Field Operations, Deployment Strategy, and Project Management to help ensure installations and replacements are completed successfully. You will be the main customer contact during these processes and will be expected to provide strong support and service throughout.

This position calls for excellent time management, comfort handling several active projects at once, strong problem-solving ability, thoughtful ownership from start to finish, and the communication skills needed to build solid working relationships.

Impact You Will Drive

• Oversee a portfolio of customer cases at different points in the relocation or replacement process.
• Deliver prompt, courteous, high-quality support to customers through email, phone, or the channel that best suits their needs.
• Coordinate and monitor complex product efforts and cross-functional work, while keeping all relevant stakeholders updated.
• Act as a trusted partner to other teams by applying knowledge of company operations.
• Identify and document ways to improve team workflows and processes so customer support becomes more effective.

What Success Looks Like in This Role

The posting includes a 90-day ramp plan to show how success is expected to develop after hire. During the first 30 days, you will complete onboarding, join team meetings, learn the systems and tools needed for the job, shadow teammates on calls and emails, and begin handling cases with guidance. By 60 days, you are expected to manage your assigned territory, work through open cases using feedback from managers and peers, and handle your own queue while keeping up with cases involving other internal teams. After 90 days and beyond, you should be comfortable enough with the software and hardware to answer internal questions in Slack help channels, suggest workflow improvements, and manage your book of business independently while maintaining a high level of service.

Experience and Strengths Required

This role is designed for someone with at least one year of success in customer-facing work. You should be adaptable in ambiguous situations, able to navigate change smoothly, and comfortable working in a fast-paced growth environment with many priorities. The team is looking for someone who can collaborate across functions on complicated initiatives, identify the right people to involve, and balance customer needs with the company’s goals.

Strong business judgment, practical problem-solving ability, urgency in execution, and the ability to make high-quality decisions are important. The ideal candidate will also demonstrate integrity, align with company values, and stay highly organized while managing complex responsibilities.

Compensation

The starting base salary for this position may be as high as $70,000, and the role also includes Flock Safety stock options. The company states that salary is based on relevant experience, education or training, and market factors.

Benefits and Perks

Employees receive flexible PTO and 11 company holidays. Health coverage for employees is fully paid and includes medical, dental, and vision benefits, along with an HSA match. All employees get 12 weeks of fully paid parental leave, and birthing parents may qualify for an additional 6 to 8 weeks of physical recovery time.

Additional benefits include family-building support through Maven, caregiver support through Cariloop, 1:1 sessions with Carta tax advisors, employee resource groups, a $150 monthly WFH stipend, a $250 annual productivity stipend, a one-time $750 home office stipend, and pet insurance through Pumpkin. In 2025, Flock will also provide a $50,000 lifetime maximum benefit for eligible adoption, surrogacy, or fertility expenses.

Equal Opportunity and Hiring Notes

Flock states that it is an equal opportunity employer and welcomes applicants from all backgrounds. The company emphasizes inclusion, transparency, collaboration, mutual respect, and the value of diverse perspectives. If an accommodation is needed because of a disability, applicants may contact [email protected] and the information will be kept confidential for interview-process accommodation purposes only.

The posting also warns applicants about fraud. Legitimate communication from Flock will come from an email address ending in @flocksafety.com. The company says it does not extend offers through messaging apps, social platforms, or unauthorized third parties, and it will never ask for payment or sensitive personal information during hiring. Suspicious outreach should be reported to [email protected].

Base salary is described as depending on role-related experience, education or training, and market indicators. The stated salary range covers base pay only and does not include equity, sales bonus plans where applicable, or benefits. Flock notes that this range may change in the future and that the posting may cover more than one career level.