Flock Safety is seeking a Customer Experience Associate to provide quick, friendly, and high-quality assistance to customers as part of our mission to eliminate crime and keep communities safe. You will serve as a valuable resource by troubleshooting technical software and empowering users across phone, live chat, and email channels.
What You'll Do
- Become an expert on all Flock Safety products and serve as a valuable resource for current and prospective customers.
- Provide quick, friendly, and high-quality assistance to all customer types via phone, live chat, and email.
- Empower customers by sharing tips and best practices on how to effectively use Flock Safety software.
- Partner with Product, Engineering, Operations, Sales, Project Management, and Customer Success teams to tactfully resolve escalated situations.
- Make recommendations to the Flock Safety product to magnify impact and drive change across the network.
- Contribute to the Flock Safety Customer Help Center to reduce customer contact volume.
- Potentially answer inbound sales line calls based on demand.
- Maintain a personal case queue and collaborate on cases with other internal teams.
- Propose improvements for a better customer experience or personal projects.
What We're Looking For
- Demonstrated excellence in customer-facing roles for 2+ years.
- Comfortable supporting customers through phone, chat, and email.
- Excellent written and verbal communication skills.
- Experience troubleshooting technical software and finding creative solutions.
- Ability to embrace change and maneuver around challenges and ambiguity.
- Ability to work independently, prioritize and manage multiple tasks, and clearly communicate necessary information.
- Examples of delivering exceptional customer service while working efficiently.
- Willing to work a shift from 8AM-5PM or 11AM-8PM EST with flexibility for some evenings/weekends.
Nice to Have
- Experience with Salesforce, Jira, or similar tools.
Team & Environment
You will partner with Product, Engineering, Operations, Sales, Project Management, and Customer Success teams. We are a supportive team that optimizes the remote experience to create strong relationships in our results-oriented culture.
Benefits & Compensation
- Starting salary up to $55,000 + Flock Safety Stock Options.
- Flexible PTO plus 11 company holidays.
- Fully-paid health benefits plan including Medical, Dental, Vision, and HSA match.
- 12 weeks of 100% paid parental leave for all employees. Birthing parents eligible for additional 6-8 weeks of physical recovery time.
- $50,000-lifetime maximum benefit for eligible adoption, surrogacy, or fertility expenses via Maven.
- Mental health benefits via Spring Health including therapy, coaching, and medication management.
- Caregiver support via Cariloop.
- 1:1 sessions with Equity Tax Advisors via Carta.
- Employee Resource Groups (ERGs): Women of Flock, Flock Proud, and Melanin Motion.
- $150 per month WFH stipend.
- $250 per year productivity stipend for services like Audible, Calm, Masterclass.
- One-time $750 home office stipend.
Work Mode
This is a fully remote position.
Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us.
