Customer Experience Associate

• As Flock continues to expand across communities, delivering rapid, high-quality support to our growing customer base is essential to keeping local safety systems running smoothly
• Managing diverse inbound inquiries across live chat, phone, and email requires dedicated problem-solvers who can navigate technical challenges with speed and empathy
• You will work directly to resolve customer inquiries, partner cross-functionally to address escalated issues, and contribute to self-serve resources that keep our operations scaling effectively
• Resolve inbound customer inquiries efficiently across phone, email, and live chat channels with high accuracy and care
• Perform technical troubleshooting on software and hardware interactions to identify root causes and deliver lasting solutions
• Collaborate cross-functionally with Product, Engineering, Sales, and Customer Success teams to resolve complex customer escalations
• Maintain a personal support queue and manage ongoing cases to ensure clear, timely updates to internal and external stakeholders
• Author and update articles in the Customer Help Center to expand self-service resources and decrease recurring ticket volume

Benefits

• 👪Family Leave: We provide 16 weeks of 100% paid leave for primary caregivers and 12 weeks of 100% paid leave for secondary caregivers
• ⚕️Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match
• 🌴Use what you need PTO: We seriously mean it, plus 11 company holidays and your birthday off!
• 💖Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support
• 💻WFH Stipend: $150 per month to cover the costs of working from home
• 🧠Mental Health: All employees receive an annual subscription to Headspace
• 📚L&D Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more
• 🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies
• 🍼Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. We will reimburse $10,000 a year for adoption, surrogacy, or infertility
• 💸Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions
• 🏢Coworking Space: If you’re not local to our ATL HQ, we’ll provide $250 a month to get you set up with an All Access Membership to WeWork (or a local coworking space in your area)
• 🏠Home Office Stipend: A one-time $750 to help you create your dream office- Required: Must be comfortable working weekends!
• Demonstrated success in customer-facing roles, with experience in technical support, hospitality, or public safety dispatching being a strong fit
• Skilled in written and verbal communication across multiple contact channels including email, phone, and live chat
• Adaptability to manage competing priorities independently and navigate changing operational needs in a fast-paced environment
• Proven ability to troubleshoot software and hardware issues while communicating technical solutions clearly to non-technical users