Customer Experience Associate
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Job Description
Customer Experience Associate supporting and assisting clients in utilizing Flock Safety technology. Managing customer interactions through various channels and collaborating with internal teams to improve service.
Responsibilities:
- 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
Requirements:
- 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/Jira 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.
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. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.
- Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. In 2025, Flock will provide a $50,000 lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
- Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support.
- Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions.
- ERGs: We want all employees to thrive and feel like they belong at Flock. We offer four ERGs today - Women of Flock, Flock Proud, LEOs and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.
- WFH Stipend: $150 per month to cover the costs of working from home.
- Productivity Stipend: $300 per year to use on Audible, Calm, Masterclass, Duolingo and so much more.
- Home Office Stipend: A one-time $750 to help you create your dream office.
- Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies.
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