Who is Flock?

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

At Flock Safety, we believe that exceptional support isn’t just a department—it’s an experience. We're building a future where customer support is proactive, empathetic, and deeply connected to the core of our product and mission. Whether helping users navigate technical issues or resolving complex edge cases, our Escalated Support team is here to create trust and turn challenges into long-term loyalty.

We’re looking for a Customer Support Manager to lead our Escalations Department, overseeing three high-impact teams: Damage & Relocation, Tier 2 Escalations, and Technical Support. This is a critical leadership role focused on owning the customer experience when things go wrong—and ensuring we make them right, fast.

You’ll manage a team of high-performing agents and engineers, provide coaching and structure, and drive improvements in process, tooling, and outcomes. You’ll work cross-functionally with Product, Operations, and Engineering to eliminate recurring issues and create a scalable, data-informed escalation engine that keeps our customers supported and our frontline teams empowered.

How you’ll make an impact:

• Lead, coach, and develop a team of support specialists and team leads across three specialized functions: Damage & Relocation, Tier 2 Escalations, and Technical Support.

• Create and maintain clear escalation pathways and SOPs for high-priority or complex support cases.

• Set KPIs and team goals that align with broader Support and company objectives (e.g., response times, resolution SLAs, CSAT, case volume trends).

• Collaborate with Product and Engineering to escalate bugs, identify patterns, and implement solutions that reduce inbound volume and technical friction.

• Oversee performance management, training, and career development plans for team members.

• Own queue management and ensure high-quality, timely support across channels (email, phone, chat, etc.).

• Partner with Damage & Relocation stakeholders to ensure operational alignment and responsiveness for time-sensitive work orders.

• Drive feedback loops between frontline support and cross-functional teams to improve product reliability and customer experience.

• Audit existing tooling and workflows to recommend enhancements that increase team efficiency and reduce manual effort.

• Monitor escalation trends and deliver strategic insights to influence roadmap, resourcing, and support strategy.

The Skillset

• 3+ years of experience in customer support or operations, with at least 1–2 years managing support teams (ideally in escalation, technical support, or Tier 2).

• Demonstrated success managing cross-functional teams or multiple support verticals.

• Excellent communication, leadership, and interpersonal skills—you know how to motivate, mentor, and grow a team.

• Experience in technical support environments and comfort working closely with Engineering and Product teams.

• Operationally minded with strong skills in data interpretation, process optimization, and team performance tracking.

• Hands-on experienc