Who is Flock?

Flock Safety is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. Our hardware and software suite connects cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public-private safety network. Trusted by over 5,000 communities, 4,500 law enforcement agencies, and 1,000 businesses, Flock delivers real-time intelligence while prioritizing privacy and responsible innovation.

We’re a high-performance, low-ego team driven by urgency, collaboration, and bold thinking. Working at Flock means tackling big challenges, moving fast, and continuously improving. It’s intense but deeply rewarding for those who want to make an impact.

With nearly $700M in venture funding and a $7.5B valuation, we’re scaling intentionally and seeking top talent to help build the impossible. If you value teamwork, ownership, and solving tough problems, Flock could be the place for you.

The Opportunity

We’re looking for a Content Specialist to join our Customer Experience team. You’ll be the owner and curator of our Help Center, ensuring customers and internal teams have access to clear, accurate, and up-to-date resources. You’ll collaborate with Support, Product, and Service Design teams to design effective conversational flows for AI-powered support channels, and you’ll craft help content, macros, and snippets that empower both customers and agents to resolve issues efficiently.

This role is ideal for someone with a passion for clear communication, a knack for organizing information, and an interest in leveraging technology to enhance the customer experience. You’ll play a key role in shaping how Flock Safety’s knowledge is delivered across customer-facing surfaces.

How you’ll make an impact:

• Manage and continuously improve the Help Center: Own the structure, accuracy, and accessibility of all customer-facing support content.

• Write and maintain help articles, FAQs, macros, and snippets: Ensure content is clear, concise, and tailored to customer needs.

• Design and optimize AI conversation flows: Collaborate with AI and support teams to create effective, empathetic, and accurate automated interactions.

• Analyze content performance: Use analytics and customer feedback to identify gaps, update resources, and drive self-service success.

• Partner cross-functionally: Work with Product, Support, and Engineering to ensure documentation reflects the latest features, workflows, and best practices.

• Support internal enablement: Create and update internal knowledge resources to help agents deliver consistent, high-quality support.

• Champion the customer voice: Advocate for clarity, accessibility, and empathy in all support content and interactions.

The Skillset

• 2+ years in a content, knowledge management, or customer support role, preferably in a B2B SaaS or hardware/software environment

• Exceptional writing and editing skills, with a focus on clarity and user experience

• Experience managing a Help Center or knowledge base (e.g., Zendesk Guide, Salesforce Knowledge, Intercom)

• Familiarity with designing or optimizing AI/chatbot conversation flows

• Strong organizational skills and attention to detail

• Ability to analyze data and feedback to drive content improvements

• Comfortable collaborating across teams and managing multiple priorities

Nice to Haves

• Experience with public sector or enterprise customers

• Familiarity with support tools like Salesforce Service Cloud, Zendesk, Jira, or similar

• Basic understanding of conversational AI or natural language processing

• Experience creating multimedia content (videos, screenshots, diagrams)

90 Days at Flock

We are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe 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 Content Specialist at Flock Safety.

The First 30 Days

• Complete onboarding, shadow support teammates, and learn internal systems and product workflows

• Audit existing Help Center content and identify immediate improvement opportunities

The First 60 Days

• Publish updated and new help articles, macros, and snippets based on customer and agent feedback

• Collaborate with AI and support teams to refine conversation flows and automated responses