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

Flock Safety’s mission is to build safer communities through technology, and as a Service Design Specialist, you’ll play a pivotal role in revolutionizing customer support. In this systems-driven position, you’ll design, implement, and refine AI-powered service experiences across the customer journey, creating solutions that scale efficiently while deepening customer empathy.

Specializing in service workflow and AI agent design, you’ll map support journeys, architect operationally robust workflows, and optimize interactions at every touchpoint. You’ll be a part of the end-to-end process of AI agent deployment—including configuration, integration, and ongoing measurement—leveraging best-in-class platforms and tools to align outcomes with Flock’s brand and policy standards.

Your work will involve partnering cross-functionally with Product, Support, Engineering, and Operations to identify automation opportunities, drive continuous improvement, and embed service design into larger business transformation initiatives. Success in this role means bringing clarity and efficiency to complex support systems, enabling AI-driven solutions that not only resolve customer queries but elevate the overall support experience—helping Flock Safety achieve its goal of reducing crime by empowering communities nationwide.

How you’ll make an impact:

• Participate in the development and maintenance of customer support journey maps and service blueprints, identifying friction points, handoff breakdowns, and areas for improvement

• Architect, launch, and maintain AI agent solutions within omnichannel platforms, leveraging platform capabilities

• Define and prioritize use cases for automation, align them to business goals, and oversee safe, scalable rollouts using phased or fast-track approaches

• Identify quick-win automation opportunities by analyzing support conversation data for repetitive or complex queries that can be resolved by AI Agents

• Configure AI behavioral rules (voice, tone, escalation protocols), and orchestrate integration with Salesforce Service Cloud, Slack, JIRA, and Zoom Phone

• Track metrics like resolution rate, containment rate, time saved, CX Score, and CSAT

• Set up feedback loops to surface gaps and drive ongoing training and optimization cycles

• Document AI agent deployment playbooks, SOPs, and performance insights

• Regularly audit knowledge sources, configuration, and integrations to ensure the AI agent’s outcomes align with brand, policy, and quality standards

The Skillset

• 2+ years of experience in service design, customer experience, support operations, or related fields

• Must have experience with Fin/Intercom AI tool

• Strong understanding of customer journey mapping, service blueprinting, and process design methodologies

• Hands-on experience implementing or optimizing customer facing AI agents

• Direct experience deploying, configuring, or evaluating advanced AI agents in customer support platforms

• Fluency in mapping and optimizing complex customer journeys, including hybrid AI/human workflows

• Experience configuring AI agent rules for brand-aligned tone and escalations.

• Proficient in tools like Fin/Intercom, Miro, Lucidchart, and/or Figma (for journey mapping/service blueprints)

• Outstanding ability to communicate, present roadmaps, and drive adoption across stakeholders

• Bonus: Experience scaling AI agents and workflows in SaaS or technology-led environments; familiarity with agile, ITSM, or enterprise deployment requirements

What to Expect in Your First 90 Days