The Problem

As Flock expands across communities, keeping hardware installations, device relocations, and customer hardware exchanges moving smoothly is essential to maintaining our safety coverage. Coordinating complex field operations requires dedicated ownership across internal deployment, project management, and field strategy teams. You will take full ownership of the customer relocation journey, streamline cross-functional handoffs, and ensure every hardware case is resolved efficiently.

What You'll Own

• Manage a full portfolio of customer support cases through every stage of the device relocation and product replacement journey.

• Serve as the primary point of contact for customers, delivering clear and timely communication via phone, email, or live channels.

• Lead cross-team operational initiatives with Field Operations, Deployment Strategy, and Project Management teams to ensure successful hardware changes.

• Develop, document, and refine internal support workflows to increase team efficiency and reduce case resolution times.

• Maintain a personal case queue autonomously while keeping cross-functional stakeholders updated on long-term initiatives.

What This Role is Not

• This isn't a passive or single-channel support job, you'll actively coordinate across multiple communication channels and internal teams to move projects forward.

• This is not an isolated back-office task, you'll act as a strategic partner directly communicating with customers and internal stakeholders.

• This isn't a static administrative role, you'll be expected to spot process bottlenecks and document workflow improvements to scale team capacity.

What You Bring

• Demonstrated success in customer-facing support roles, with experience managing ongoing case portfolios and cross-functional projects.

• Proven ability to navigate ambiguous situations and manage competing priorities in a fast-paced environment.

• Strong written and verbal communication skills across phone, email, and live communication channels.

• Sound business judgment and problem-solving skills to balance customer satisfaction with operational priorities.

• Hands-on experience with Salesforce ticketing or CRM systems is a plus.

Compensation

In this role, you'll receive a starting salary between $70,000 and $72,000 as well as Flock Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in depth with you during our first chat.

Why Flock

Every community deserves to be safe. Flock builds the technology that makes that real: last year we supported over 1 million criminal investigations and helped locate more than 10,000 missing people. We're 1,700 people building the impossible with over $1B in funding, and the expectations are high on purpose. If you want a role where the stakes are real and the pace matches, this is it.

Some problems get solved faster in the same room, so we prioritize candidates in Atlanta and Boston. Hub-based roles mean real in-person time with your coworkers. Remote roles exist, and when a posting is open to remote work, it says so.

Building the impossible takes every kind of mind. Flock is an equal opportunity employer, and we know the best solutions come from diverse perspectives, experiences, and skills working together with mutual respect. Everyone is welcome to apply. If you need assistance or an accommodation due to a disability, email recruiting@flocksafety.com; your information stays confidential and is used only to arrange the right accommodation for your interviews.

On compensation: we pay fairly for the work. Base salary is determined by job-related experience, education, training, and market indicators. The range in this posting covers base salary only and doesn't include equity, sales bonus plans where applicable, or benefits. The range may be adjusted over time, and this posting may span more than one career level.

One last thing: all legitimate communication from Flock comes from an email ending in @flocksafety.com or noreply@ashbyhq.com. We never make offers through messaging apps or third parties, and we never request payment or sensitive personal information during hiring. If you encounter suspicious outreach about a Flock role, report it to recruiting@flocksafety.com.