Customer Experience Associate

Flock Safety
United States
Workplace: RemoteFull timeUSD 55,000+ annuallyFunction: Customer Success & Account ManagementSkills: ["Communication","Problem-solving","Adaptability","Customer support"]

Provide fast, high-quality support to a growing customer base by resolving inbound inquiries across phone, email, and live chat. Troubleshoot software and hardware interactions to identify root causes, manage and update an active support queue, and escalate complex cases cross-functionally with Product, Engineering, Sales, and Customer Success. Improve self-serve by authoring and updating Customer Help Center articles, reducing repeat ticket volume.

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Flock Safety
Flock Safety
5 days ago

Customer Experience Associate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Provide fast, high-quality support to a growing customer base by resolving inbound inquiries across phone, email, and live chat. Troubleshoot software and hardware interactions to identify root causes, manage and update an active support queue, and escalate complex cases cross-functionally with Product, Engineering, Sales, and Customer Success. Improve self-serve by authoring and updating Customer Help Center articles, reducing repeat ticket volume.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Resolve inbound customer inquiries across phone, email, and live chat 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 to resolve complex customer escalations.
  • •Maintain a personal support queue and manage ongoing cases with clear, timely updates to stakeholders.
  • •Author and update Customer Help Center articles to expand self-service resources and reduce recurring ticket volume.

Pay and Benefits

Salary: USD 55,000 annually

Key Requirements

  • •Demonstrated success in customer-facing roles, with experience in technical support, hospitality, or public safety dispatching.
  • •Troubleshoot software and hardware issues and communicate technical solutions clearly to non-technical users.
  • •Skilled in written and verbal communication across email, phone, and live chat.
  • •Adaptable to manage competing priorities independently in a fast-paced environment.
  • •Experience with tools like Salesforce or Jira is a plus.
Experience:Customer support
Skills:CommunicationProblem-solvingAdaptabilityCustomer support
Tech Stack:SalesforceJira

Company Brief

Flock Safety
Builds automated license-plate recognition cameras, AI video, gunshot-detection and drone systems plus investigative software to help law enforcement, cities, businesses and neighborhoods prevent and solve crime.
Industry: Surveillance & Security Hardware
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Atlanta, United States
Founded: 2017
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor