Service Design Specialist - CX - 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

• Design and implement AI-powered service experiences across the customer journey.
• Map support journeys and architect operationally robust workflows.
• Optimize interactions at every touchpoint.
• Partner cross-functionally with Product, Support, Engineering, and Operations.
• Identify automation opportunities and drive continuous improvement.
• Track metrics like resolution rate, containment rate, and CX Score.
• Document AI agent deployment playbooks and performance insights.
• Govern ongoing performance and deliver insights for optimization.
• Participate in the development and maintenance of customer support journey maps.
• Regularly audit knowledge sources and configurations.

Requirements

• 2+ years of experience in service design or customer experience.
• Strong understanding of customer journey mapping and process design methodologies.
• Hands-on experience implementing customer-facing AI agents.
• Experience deploying and configuring AI agents in customer support platforms.
• Proficient in tools like Miro, Lucidchart, and Figma.
• Outstanding communication and presentation skills.
• Bonus: Experience scaling AI agents in SaaS environments.

Benefits

• Flexible PTO and 11 company holidays.
• Fully-paid health benefits including Medical, Dental, and Vision.
• 12 weeks of 100% paid parental leave.
• $50,000 lifetime maximum benefit for fertility and family-related expenses.
• Mental health benefits through Spring Health.
• Monthly WFH stipend of $150.
• Annual productivity stipend of $250.
• One-time $750 home office stipend.
• Equity in the form of stock options.
• Inclusive work environment with Employee Resource Groups.