Manager, Customer Support - Escalations - Remote

Overview

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.

In Short

• Lead a team of support specialists across three specialized functions: Damage & Relocation, Tier 2 Escalations, and Technical Support.
• Create and maintain clear escalation pathways and SOPs for high-priority support cases.
• Set KPIs and team goals aligned with broader Support and company objectives.
• Collaborate with Product and Engineering to escalate bugs and implement solutions.
• Oversee performance management, training, and career development for team members.
• Ensure high-quality, timely support across various channels.
• Drive feedback loops between frontline support and cross-functional teams.
• Audit existing tooling and workflows for efficiency improvements.
• Monitor escalation trends and deliver strategic insights.
• Foster a positive and inclusive team environment.

Requirements

• 3+ years of experience in customer support or operations, with management experience.
• Success managing cross-functional teams or multiple support verticals.
• Excellent communication, leadership, and interpersonal skills.
• Experience in technical support environments.
• Operational mindset with strong data interpretation skills.
• Hands-on experience with support tools like Zendesk or Salesforce.
• Familiarity with hardware/software ecosystems is a plus.
• Solutions-focused mindset, thriving under pressure.

Benefits

• Flexible PTO and 11 company holidays.
• Fully-paid health benefits plan including Medical, Dental, and Vision.
• 12 weeks of paid parental leave.
• $50,000-lifetime benefit for adoption, surrogacy, or fertility expenses.
• Caregiver support services.
• 1:1 sessions with Equity Tax Advisors.
• Work from home stipend of $150/month.
• Productivity stipend of $250/year.
• One-time $750 Home Office Stipend.
• Pet insurance for employees' pets.