Customer Experience Associate

The Problem

As Flock continues to expand across communities, delivering rapid, high-quality support to our growing customer base is essential to keeping local safety systems running smoothly. Managing diverse inbound inquiries across live chat, phone, and email requires dedicated problem-solvers who can navigate technical challenges with speed and empathy. You will work directly to resolve customer inquiries, partner cross-functionally to address escalated issues, and contribute to self-serve resources that keep our operations scaling effectively.

Required: Must be comfortable working weekends!

What You'll Own

• Resolve inbound customer inquiries efficiently across phone, email, and live chat channels with high accuracy and care.
• Perform technical troubleshooting on software and hardware interactions to identify root causes and deliver lasting solutions.
• Collaborate cross-functionally with Product, Engineering, Sales, and Customer Success teams to resolve complex customer escalations.
• Maintain a personal support queue and manage ongoing cases to ensure clear, timely updates to internal and external stakeholders.
• Author and update articles in the Customer Help Center to expand self-service resources and decrease recurring ticket volume.

What This Role is Not

• This isn't a passive or script-reading support job, you'll actively investigate technical issues and drive cross-functional resolutions across teams.
• This is not a strict Monday-through-Friday role, you must be comfortable working weekend shifts to support operational needs.
• This isn't a single-channel position, you'll manage real-time phone, live chat, and email communications interchangeably.

What You Bring

• Demonstrated success in customer-facing roles, with experience in technical support, hospitality, or public safety dispatching being a strong fit.
• Proven ability to troubleshoot software and hardware issues while communicating technical solutions clearly to non-technical users.
• Skilled in written and verbal communication across multiple contact channels including email, phone, and live chat.
• Adaptability to manage competing priorities independently and navigate changing operational needs in a fast-paced environment.
• Experience with tools like Salesforce or Jira is a plus.
• Required: Must be comfortable working weekends!

Why Flock

Every community deserves to be safe. Flock builds the technology that makes that real: last year we supported over 1 million criminal investigations and helped locate more than 10,000 missing people. We're 1,700 people building the impossible with over $1B in funding, and the expectations are high on purpose. If you want a role where the stakes are real and the pace matches, this is it.

Some problems get solved faster in the same room, so we prioritize candidates in Atlanta and Boston. Hub-based roles mean real in-person time with your coworkers. Remote roles exist, and when a posting is open to remote work, it says so.

the impossible takes every kind of mind. Flock is an equal opportunity employer, and we know the best solutions come from diverse perspectives, experiences, and skills working together with mutual respect. Everyone is welcome to apply. If you need assistance or an accommodation due to a disability, email View email address on click.appcast.io; your information stays confidential and is used only to arrange the right accommodation for your interviews.

On compensation: we pay fairly for the work. Base salary is determined by job-related experience, education, training, and market indicators. The range in this posting covers base salary only and doesn't include equity, sales bonus plans where applicable, or benefits. The range may be adjusted over time, and this posting may span more than one career level.

One last thing: all legitimate communication from Flock comes from an email ending in @flocksafety.com or View email address on click.appcast.io. We never make offers through messaging apps or third parties, and we never request payment or sensitive personal information during hiring. If you encounter suspicious outreach about a Flock role, report it to View email address on click.appcast.io.