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Client Support Advocate

2 months ago

Atlanta, Georgia, United States Flock Safety Full time
About Flock Safety

Flock Safety is pioneering a public safety operating system that enables collaboration between private communities and law enforcement to effectively combat crime.

Our mission is to uphold human privacy and reduce bias in policing through the creation of cutting-edge technology designed with ethical principles, fostering a partnership between civilians and public officials in the quest for a safer and more just society.

Our Safety-as-a-Service model features cost-effective devices powered by LTE and solar energy, deployable in any location.

Our innovative technology captures objective details, processes evidence in real-time, and provides investigative leads to those who need them most.

While safety is a serious endeavor, we cultivate a supportive environment that enhances remote work experiences, fostering strong and enjoyable relationships even when working apart.

Our dedicated team thrives in a positive and inclusive atmosphere, where proactive efforts are recognized and rewarded. Flock Safety operates nationwide and has successfully raised over $380M in venture capital, including a recent Series E funding round.

With a valuation exceeding $3B, Flock is intentionally scaling and is on the lookout for exceptional talent to help achieve our goal of reducing crime in the United States by 25% within the next three years.

The Role

We are specifically looking for individuals available to work during standard business hours.

This is a fully remote position, requiring strong time management skills, the ability to juggle multiple tasks, critical thinking, a passion for resolving customer issues, and effective communication throughout the customer journey.

Your Impact:
  • Become a knowledgeable resource on all aspects of Flock Safety, assisting both current and prospective customers.
  • Deliver prompt, friendly, and high-quality support to various customer types through phone, live chat, and email.
  • Empower customers by sharing effective tips and best practices for utilizing our software.
  • Collaborate with Product, Engineering, Operations, Sales, Project Management, and Customer Success teams to resolve escalated issues.
  • Provide feedback to enhance Flock Safety's product offerings and drive improvements across the network.
  • Contribute to the Flock Safety Customer Help Center to minimize the need for customer inquiries.
Qualifications:
  • Proven excellence in customer-facing roles for over two years.
  • Comfortable supporting customers through various communication channels, including phone, chat, and email; experience with Salesforce or similar tools is a plus.
  • Exceptional written and verbal communication skills.
  • Experience in troubleshooting technical software and devising creative solutions.
  • Adaptable and capable of navigating challenges and uncertainties.
  • Ability to work independently, prioritize tasks, and effectively communicate necessary information to customers and internal teams.
  • Demonstrated examples of delivering outstanding customer service while maintaining efficiency.
  • Willingness to work during standard business hours with some flexibility for evenings or weekends, as discussed during the interview process.

If you feel you may not meet every qualification, we encourage you to apply. Research indicates that women and minorities often hesitate to apply unless they meet all criteria.

Our Approach:

We believe in a results-oriented culture and view job descriptions as a guideline rather than a strict rule. Our focus is on 90-day plans, where good days lead to good weeks and ultimately good months.

This outlines a preview of the 90-day plan you would receive if hired as a Customer Experience Specialist at Flock Safety.

First 30 Days:
  • Begin learning your role along with the necessary systems and tools.
  • Listen to phone calls and respond to customer emails with guidance.
  • Start handling cases, including more complex ones as you gain familiarity.
  • Engage with Culture Carriers and VPs.
First 60 Days:
  • Continue expanding your knowledge of FlockOS.
  • Potentially start answering inbound sales calls based on demand.
  • Increase email responses as you become familiar with common issues.
  • Contribute to existing knowledge bases.
  • Maintain your personal queue and manage ongoing cases with internal teams.
90 Days & Beyond:
  • Become proficient in software and hardware, able to assist with internal inquiries.
  • Propose enhancements for a better customer experience or personal projects.
  • Begin managing incoming chats from the website if needed.
  • Provide weekly progress reports demonstrating high performance comparable to existing CX Specialists.
Interview Process:

We aim for our interview process to reflect our culture: transparent and collaborative. Your recruiter will guide you through the steps and ensure you feel prepared.

Initial Conversation:

In this first discussion, you'll meet with a recruiter to explore your background, what you can bring to Flock, and what you seek in your next role.

Hiring Manager Interview:

You will meet with your potential supervisor to delve into the role, team dynamics, expectations, and definitions of success at Flock.

Peer/Panel Interview:

Learn more about the team, responsibilities, and workflows. Be ready to discuss past projects, collaboration, and how you embody our values.

Why Choose Flock?

Compensation & Equity: This role offers a starting salary of $60,000 along with stock options.

Benefits: Enjoy generous PTO, including 11 company holidays and your birthday off, along with fully-paid health benefits covering Medical, Dental, and Vision, plus an HSA match.

Family Leave: We provide 16 weeks of fully paid leave for primary caregivers and 12 weeks for secondary caregivers.

Fertility & Family Benefits: We partner with Maven for comprehensive digital health benefits for family planning, offering reimbursement of up to $10,000 annually for adoption, surrogacy, or infertility.

Mental Health Support: All employees receive an annual subscription to Headspace.

Caregiver Assistance: We collaborate with Cariloop to provide caregiver support for our employees.

Tax Advisory: Employees have access to 1:1 sessions with Equity Tax Advisors for personalized guidance.

Work-from-Home Stipend: Receive $150 monthly to cover remote work expenses.

Learning & Development Stipend: Access $250 annually for platforms like Audible, Calm, Masterclass, and more.

Home Office Stipend: A one-time $750 to help create your ideal workspace.

Coworking Space Support: For those not local to our headquarters, we provide $250 monthly for an All Access Membership to WeWork or a local coworking space.

Pet Insurance: We offer insurance options for your pets through our partnership with Pumpkin.

Flock is an equal opportunity employer, celebrating diverse backgrounds and perspectives. We are dedicated to fostering an inclusive, transparent, and collaborative environment.

Mutual respect is fundamental to our operations, and we believe that the best solutions arise from diverse experiences and skills. We embrace our differences and recognize that we are stronger together.

If you require assistance or accommodations due to a disability, please reach out to us for support. This information will be kept confidential and used solely to determine appropriate accommodations for the interview process.