Manager of Customer Support, Flock Safety
Escalations
$102-120k
+ Stock Options
Public safety operating system
Job no longer available
Public safety operating system
501-1000 employees
Job no longer available
$102-120k
+ Stock Options
501-1000 employees
Company mission
To create safer, happier communities and cities by pre-emptively fighting crime.
Role
Who you are
- 3+ years of experience in customer support or operations, with at least 1–2 years managing support teams (ideally in escalation, technical support, or Tier 2)
- Demonstrated success managing cross-functional teams or multiple support verticals
- Excellent communication, leadership, and interpersonal skills—you know how to motivate, mentor, and grow a team
- Experience in technical support environments and comfort working closely with Engineering and Product teams
- Operationally minded with strong skills in data interpretation, process optimization, and team performance tracking
- Hands-on experience with support tools like Zendesk, Salesforce, or equivalent platforms
- Familiarity with hardware/software ecosystems is a major plus
- A calm, solutions-focused mindset—you thrive under pressure and bring clarity in moments of chaos
What the job involves
- We’re looking for a Customer Support Manager to lead our Escalations Department, overseeing three high-impact teams: Damage & Relocation, Tier 2 Escalations, and Technical Support. This is a critical leadership role focused on owning the customer experience when things go wrong—and ensuring we make them right, fast
- You’ll manage a team of high-performing agents and engineers, provide coaching and structure, and drive improvements in process, tooling, and outcomes.
- You’ll work cross-functionally with Product, Operations, and Engineering to eliminate recurring issues and create a scalable, data-informed escalation engine that keeps our customers supported and our frontline teams empowered
- Lead, coach, and develop a team of support specialists and team leads across three specialized functions: Damage & Relocation, Tier 2 Escalations, and Technical Support
- Create and maintain clear escalation pathways and SOPs for high-priority or complex support cases
- Set KPIs and team goals that align with broader Support and company objectives (e.g., response times, resolution SLAs, CSAT, case volume trends)
- Collaborate with Product and Engineering to escalate bugs, identify patterns, and implement solutions that reduce inbound volume and technical friction
- Oversee performance management, training, and career development plans for team members
- Own queue management and ensure high-quality, timely support across channels (email, phone, chat, etc.)
- Partner with Damage & Relocation stakeholders to ensure operational alignment and responsiveness for time-sensitive work orders
- Drive feedback loops between frontline support and cross-functional teams to improve product reliability and customer experience
- Audit existing tooling and workflows to recommend enhancements that increase team efficiency and reduce manual effort
- Monitor escalation trends and deliver strategic insights to influence roadmap, resourcing, and support strategy
- The First 30 Days
- Get to know your team and their current processes, challenges, and wins
- Review open escalations, existing queues, and historical case data to understand volume trends and high-priority workflows
- Meet with cross-functional partners (Product, Engineering, Ops) to establish collaboration rhythms
- Shadow support cases across all three areas to build domain knowledge and identify early opportunities
- The First 60 Days
- Begin owning team standups, 1:1s, and performance reviews
- Roll out clear goals and expectations for each team, ensuring alignment on SLAs and support standards
- Implement improvements to triage processes and tool usage
- Deliver a preliminary report on trends, team health, and process gaps
- 90 Days & Beyond
- Operate as the strategic owner of escalations and complex support workflows
- Deliver a roadmap for improving support tooling, documentation, and cross-functional escalation processes
- Drive efficiency and quality across all three teams while building clear development pathways for your team
- Become the go-to leader for issue resolution, escalation visibility, and strategic support insights
Our take
Public vehicle surveillance provides valuable insights to emergency services for the prevention of crime, but bringing information together to create leads is difficult. There's no standardised system for inter-city vehicle surveillance, and this makes it difficult for communities and law enforcement services to work together.
Flock Safety provides surveillance equipment that aims to improve the abilities of law enforcement and homeowner associations to communicate data with each other. The company focuses on vehicle surveillance, innovating on existing technology by using machine learning to categorise vehicles by color, license plate, state, and other data points.
Whilst automated surveillance equipment is used daily within federal police forces, Flock Safety builds technology systems that provide a means for smaller law enforcement agencies to quantify and share surveillance data easily. This data can then be automatically processed to help develop leads, a time-consuming process that would usually have to be completed manually.
Steph
Company Specialist at Welcome to the Jungle
Insights
40% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Mar 2025
$275m
LATE VC
Mar 2024
$200m
SERIES G
Total funding: $857.7m
Company benefits
- 🌴Use what you need PTO: We seriously mean it, plus 11 company holidays and your birthday off!
- ⚕️Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match
- 👪Family Leave: We provide 16 weeks of 100% paid leave for primary caregivers and 12 weeks of 100% paid leave for secondary caregivers
- 🍼Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. We will reimburse $10,000 a year for adoption, surrogacy, or infertility
- 🧠Mental Health: All employees receive an annual subscription to Headspace
- 💖Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support
- 💸Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions
- 💻WFH Stipend: $150 per month to cover the costs of working from home
- 📚L&D Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more
- 🏠Home Office Stipend: A one-time $750 to help you create your dream office
- 🏢Coworking Space: If you’re not local to our ATL HQ, we’ll provide $250 a month to get you set up with an All Access Membership to WeWork (or a local coworking space in your area)
- 🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies
Company HQ
Home Park, Atlanta, GA
Leadership
Garrett Langley
(CEO)They worked in Computer Services freelance for over 6 years before joining Firethorn in 2015, and Clutch Technologies in 2014. They left their position as President of Moment LLC to found Flock Safety in April 2017.
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