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.
Lead 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.

Have demonstrated excellence in customer-facing roles for at least one year.
Embrace change and know how to maneuver around challenges and ambiguity.
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.
Strong business acumen with the ability to creatively solve operational challenges.
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.

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. In 2025, Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
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.
Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies.

Location Support Specialist, Customer Experience

About this role