Location Support Specialist, Customer Experience

About the role

Flock Safety's Location Team coordinates product replacements, on-site issues, and relocations through clear communication and collaboration with customers and internal teams. You will work cross-functionally with the Field Operations, Deployment Strategy, and Project Management teams to ensure successful product installations or replacements. As the primary point of contact for customers throughout these processes, you will provide world-class customer service and support.

Responsibilities

• Manage a portfolio of customer support cases at various stages of the relocation or replacement journey.
• Provide timely, friendly, and high-quality support to all customers via email or phone, or whatever channel best meets the needs of the customer.
• Led and track complex product and cross-team initiatives, keeping stakeholders informed along the way.
• Serve as a strategic partner across teams, leveraging expertise in company operations.
• Develop and document improvements to the team’s workflows and processes to better assist customers.

Requirements

• Demonstrated excellence in customer-facing roles for at least one year.
• Experience with Salesforce ticketing system highly preferred.
• Able to work strategically in a fast-paced, high-growth environment, managing multiple priorities.
• Skilled at working cross-functionally on complex projects, ensuring the right stakeholders are involved for success.
• Provide exceptional customer service while balancing Flock Safety’s needs and priorities.
• Prioritize business needs and deploy practical, high-quality solutions with urgency.
• Actions align with company values, demonstrating sound judgment and integrity.
• Exceptional organizational skills to manage complex tasks and responsibilities, while expecting the same from the team.

Qualifications

• Strong business acumen with the ability to creatively solve operational challenges.
• Strong communication and problem-solving skills.

Skills

• Excellent time management and the ability to juggle multiple projects.
• Start-to-finish ownership and a passion for building strong relationships.

Benefits

• 90 Days at Flock
• First 30 Days: Company onboarding and training, shadowing teammates on phone calls and responding to customers via email, and handling cases on your own with the assistance of a guided-trainer.
• First 60 Days: Taking over your assigned territory, resolving open cases utilizing feedback from managers and peers, and working autonomously to maintain your own personal queue as well as keeping up on any ongoing cases with other internal teams.
• 90 Days & Beyond: Being very familiar with the software and hardware to the point that you can answer internal questions in Slack help channels, proposing improvements to team’s workflows that could deliver better outcomes for customers or personal projects, and being able to autonomously manage your book of business in an efficient manner while providing exceptional levels of customer service.

Pay

Starting salary up to $70,000, with Flock Safety Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators.

Schedule

Full-time position.

Benefits

• Flexible PTO
• Health benefits plan (Medical, Dental, Vision)
• 12 weeks of 100% paid parental leave
• Additional 6-8 weeks of physical recovery time for birthing parents
• Fertility & Family Benefits
• Caregiver Support
• Carta Tax Advisor
• ERGs (Women of Flock, Flock Proud, Melanin Motion)
• WFH Stipend
• Productivity Stipend
• Home Office Stipend
• Pet Insurance

Equal Opportunity Employer

Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how Flock operates, and we believe the best solutions come from diverse perspectives, experiences, and skills.