Customer Experience Specialist

Flock Safety is an all-in-one technology solution to eliminate crime and keep communities safe. Our intelligent platform combines the power of communities at scale - including cities, businesses, schools, and law enforcement agencies - to shape a safer future together. Our full-service, maintenance-free technology solution is trusted by communities across the country to help solve and deter crime in the pursuit of safer communities for everyone.

Our holistic public safety platform is comprehensive and intelligent, providing the actionable evidence needed to solve, deter and reduce crime across neighborhoods, schools, businesses and entire cities. Without compromising transparency or privacy, we are turning unbiased data into objective answers.

Flock strives to offer a career-defining experience where you can also make an impact on your community. While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fulfilling relationships even when we are physically apart. Our group of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. 

We have raised over $700M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Bedrock Capital, Meritech Capital Partners, and Initialized Capital. Now surpassing a $7.5B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.

The Opportunity

Specifically seeking individuals willing to work Mon-Fri 8am-5pm EST and 11am- 8pm EST shifts

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.

How you’ll make an impact:

• 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 Skillset

• 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 ~ 11am - 8pm EST while also having flexibility with their working schedule (potentially some evenings/weekends) - to be discussed during interview process

Feeling uneasy that you haven’t ticked every box? That’s okay; we’ve felt that way too. Studies have shown women and minorities are less likely to apply unless they meet all qualifications. We encourage you to break the status quo and apply to roles that would make you excited to come to work every day.

90 Days at Flock

We are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe to 90 day plans and believe that good days, lead to good weeks, which lead to good months. This serves as a preview of the 90 day plan you will receive if you were to be hired as a Customer Experience Specialist at Flock Safety. 

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
  

We want our interview process to be a true reflection of our culture: transparent and collaborative. Throughout the interview process, your recruiter will guide you through the next steps and ensure you feel prepared every step of the way. 

1. 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. 

2. 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.

3. Assessment: Complete a assessment to test your customer support skills pertaining to the role,

4. 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. 

In this role, you’ll receive a starting salary range of $50,000 - $60,000 as well as Flock Safety 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.

🌴Flexible PTO: We seriously mean it, plus 11 company holidays.

⚕️Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match. 

👪Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.

🍼Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.

🧠Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.

💖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. 

💚ERGs: We want all employees to thrive and feel like they belong at Flock. We offer three ERGs today - Women of Flock, Flock Proud, and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.

💻WFH Stipend: $150 per month to cover the costs of working from home.

📚Productivity 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.

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. We embrace our differences and know that we are stronger working together.

If you need assistance or an accommodation due to a disability, please email us at careers@flocksafety.com. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.

At Flock Safety, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level.