Location Support Specialist

About the role

The Problem As Flock expands across communities, keeping hardware installations, device relocations, and customer hardware exchanges moving smoothly is essential to maintaining our safety coverage. Coordinating complex field operations requires dedicated ownership across internal deployment, project management, and field strategy teams. You will take full ownership of the customer relocation journey, streamline cross-functional handoffs, and ensure every hardware case is resolved efficiently.

Responsibilities

• Manage a full portfolio of customer support cases through every stage of the device relocation and product replacement journey.
• Serve as the primary point of contact for customers, delivering clear and timely communication via phone, email, or live channels.
• Lead cross-team operational initiatives with Field Operations, Deployment Strategy, and Project Management teams to ensure successful hardware changes.
• Develop, document, and refine internal support workflows to increase team efficiency and reduce case resolution times.
• Maintain a personal case queue autonomously while keeping cross-functional stakeholders updated on long-term initiatives.

What This Role is Not

• This isn't a passive or single-channel support job, you'll actively coordinate across multiple communication channels and internal teams to move projects forward.
• This is not an isolated back-office task, you'll act as a strategic partner directly communicating with customers and internal stakeholders.
• This isn't a static administrative role, you'll be expected to spot process bottlenecks and document workflow improvements to scale team capacity.

What You Bring

• Demonstrated success in customer-facing support roles, with experience managing ongoing case portfolios and cross-functional projects.
• Proven ability to navigate ambiguous situations and manage competing priorities in a fast-paced environment.
• Strong written and verbal communication skills across phone, email, and live communication channels.
• Sound business judgment and problem-solving skills to balance customer satisfaction with operational priorities.
• Hands-on experience with Salesforce ticketing or CRM systems is a plus.

Pay

Compensation In this role, you'll receive a starting salary between $70,000 and $72,000 as well as Flock Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in depth with you during our first chat.