Location Support Specialist, Customer Experience - Remote

Overview

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 Location Team coordinates product replacements, on-site issues, and relocations through clear communication and collaboration with customers and internal teams. You will work cross-functionally with the Field Operations, Deployment Strategy, and Project Management teams to ensure successful product installations or replacements. As the primary point of contact for customers throughout these processes, you will provide world-class customer service and support.

This role requires excellent time management, the ability to juggle multiple projects, critical thinking, start-to-finish ownership, a passion for building strong relationships, problem-solving skills, and effective communication in every interaction.

How you’ll make an impact:

• 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.

Requirements

• 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.

Benefits

• 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.
• Fertility & Family Benefits: A complete digital health benefit for starting and raising a family.
• Caregiver Support: Providing employees with caregiver support.
• Carta Tax Advisor: 1:1 sessions with Equity Tax Advisors.
• ERGs: We want all employees to thrive and feel like they belong at Flock.
• WFH Stipend: $150 per month to cover costs of working from home.
• Productivity Stipend: $250 per year for personal development.
• Home Office Stipend: A one-time $750 to help create your dream office.
• Pet Insurance: Insurance for our employee’s fur babies.