Customer Experience Associate
About the role
As Flock expands across communities, delivering rapid, high-quality support to our growing customer base is essential to keeping local safety systems running smoothly. You will resolve inbound customer inquiries efficiently across phone, email, and live chat channels, partner cross-functionally to address escalated issues, and contribute to self-serve resources that keep our operations scaling effectively.
Responsibilities
- 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.
Requirements
- Must be comfortable working weekends.
Qualifications
- 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.
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.