Customer Experience Associate, Flock Safety
$55-60k
+ Equity
Public safety operating system
Open for applications
Public safety operating system
501-1000 employees
Open for applications
$55-60k
+ Equity
501-1000 employees
Company mission
To create safer, happier communities and cities by pre-emptively fighting crime.
Role
Who you are
- Specifically seeking individuals willing to work Mon-Fri 9am-5pm PST / 12pm-8pm EST OR ~5am-1pm PST / 8am-4pm EST
- This is a fully remote position, so exemplary time management skills, the ability to manage multiple tasks at once, critical thinking, a desire to solve customer problems, and effective communication throughout the customer experience are all key components to being successful in the role
- Have demonstrated excellence in customer-facing roles for 2+ years
- For example, current members of the team have prior experience as 911 dispatchers, technical support, and in the hospitality industry
- Are comfortable supporting customers through a variety of contact channels, including phone, chat, and/or email -- bonus points for experience with Salesforce or similar tools
- Have excellent written and verbal communication skills
- Have experience troubleshooting technical software and finding creative solutions
- Embrace change and know how to maneuver around challenges and ambiguity
- Have the ability to work independently, prioritize and manage multiple tasks, and clearly communicate necessary information to customers and internal teams
- Can provide clear examples of delivering exceptional customer service while working efficiently
- Are willing to work ~ 9am-5pm PST / 12pm-8pm EST while also having flexibility with their working schedule (potentially some evenings/weekends) - to be discussed during interview process
What the job involves
- Become an expert on all things Flock Safety, serving as a valuable resource for current and prospective customers alike
- Provide quick, friendly, and high quality assistance to all customer types via phone, live chat, and email
- Empower our customers by sharing tips and best practices on how to effectively use our software
- Partner with the Product, Engineering, Operations, Sales, Project Management, and Customer Success teams to tactfully resolve escalated situations
- Make recommendations to the Flock Safety product to magnify your impact and drive change across the network
- Contribute to the Flock Safety Customer Help Center to help reduce the need for customers to contact us in the first place
- The First 30 Days
- Start to learn your role along with systems and tools necessary to complete required responsibilities
- You will listen in on phone calls and respond to customers via email while asking for approval before making changes/sending responses
- You will now take any case, including more advanced ones as you will now be more familiar with the system and tools
- Continue meeting with Culture Carriers and VPs
- The First 60 Days
- Continue to expand FlockOS knowledge
- Potentially begin answering Inbound Sales line calls, based on demand
- Answer more emails per day as you become more familiar with common issues and troubleshooting
- Contribute to established knowledge bases
- Be self-sufficient and maintaining your own personal queue as well as keeping up on any ongoing cases with other internal teams
- 90 Days & Beyond
- You should be very familiar with the software and hardware to the point that you can answer internal questions in Slack help channels
- You should be proposing improvements that could be made for a better customer experience or personal projects
- If needed, you will also begin working on incoming chats from the website
- Weekly progress reports should show that you are performing at a high standard around the same level as other existing CX Specialists
Application process
- Throughout the interview process, your recruiter will guide you through the next steps and ensure you feel prepared every step of the way
- Our First Chat: During this first conversation, you’ll meet with a recruiter to chat through your background, what you could bring to Flock, what you are looking for in your next role, and who we are
- The Hiring Manager Interview: You will meet with your potential future boss to really dive into the role, the team, expectations, and what success means at Flock. This is your chance to really nerd out with someone in your field
- Assessment: Complete a assessment to test your customer support skills pertaining to the role,
- Peer/Panel Interview: Learn more about the team, responsibilities, and workflows. You should be prepared to speak about past projects, how you collaborate and communicate with others, and how you live our values
- Deadline to Apply: April 11, 2025 at 6:00 AM UTC
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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