Jobs and Careers

Customer Experience Specialist

UKRemotefull_timeVerifiedPosted 5 Jun 2023

💰 $60,000/yr($55,000/yr – $60,000/yr)

About the role

Who is Flock?

Flock Safety provides the first public safety operating system that empowers private communities and law enforcement to work together to eliminate crime. We are committed to protecting human privacy and mitigating bias in policing with the development of best-in-class technology rooted in ethical design, which unites civilians and public servants in pursuit of a safer, more equitable society.

Our Safety-as-a-Service approach includes affordable devices powered by LTE and solar that can be installed anywhere. Our technology detects and captures objective details, decodes evidence in real-time, and delivers investigative leads into the hands of those who matter.

While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fun relationships even when we are physically apart. Our flock of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. Flock Safety is headquartered in Atlanta and operates nationwide. We have raised over $380M in venture capital including a recent Series E round led by Tiger Global. Now surpassing a 3B 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.

Additional Information

The Role

Specifically seeking individuals willing to work Mon-Fri 9am-5pm PST / 12pm-8pm EST

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

We’re looking for people who:

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 ~ 9am-5pm PST / 12pm-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.