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.