Customer Experience Associate

THE PROBLEM

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.

Required: Must be comfortable working weekends!

WHAT YOU'LL OWN

• 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.

WHAT THIS ROLE IS NOT

• This isn't a passive or script-reading support job, you'll actively investigate technical issues and drive cross-functional resolutions across teams.

• This is not a strict Monday-through-Friday role, you must be comfortable working weekend shifts to support operational needs.

• This isn't a single-channel position, you'll manage real-time phone, live chat, and email communications interchangeably.

WHAT YOU BRING

• Demonstrated success in customer-facing roles, with experience in technical support, hospitality, or public safety dispatching being a strong fit.

• Proven ability to troubleshoot software and hardware issues while communicating technical solutions clearly...