Who is Flock?

Flock Safety is an all-in-one technology solution to eliminate crime and keep communities safe. Our intelligent platform combines the power of communities at scale - including cities, businesses, schools, and law enforcement agencies - to shape a safer future together. Our full-service, maintenance-free technology solution is trusted by communities across the country to help solve and deter crime in the pursuit of safer communities for everyone.

Our holistic public safety platform is comprehensive and intelligent, providing the actionable evidence needed to solve, deter and reduce crime across neighborhoods, schools, businesses and entire cities. Without compromising transparency or privacy, we are turning unbiased data into objective answers.

Flock strives to offer a career-defining experience where you can also make an impact on your community. While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fulfilling relationships even when we are physically apart. Our group of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. 

We have raised over $700M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Bedrock Capital, Meritech Capital Partners, and Initialized Capital. Now surpassing a $7.5B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.

The Opportunity

At Flock Safety, we believe that exceptional support isn’t just a department—it’s an experience. We're building a future where customer support is proactive, empathetic, and deeply connected to the core of our product and mission. Whether helping users navigate technical issues or resolving complex edge cases, our Escalated Support team is here to create trust and turn challenges into long-term loyalty.

We’re looking for a Customer Support Manager to lead our Escalations Department, overseeing three high-impact teams: Damage & Relocation, Tier 2 Escalations, and Technical Support. This is a critical leadership role focused on owning the customer experience when things go wrong—and ensuring we make them right, fast.

You’ll manage a team of high-performing agents and engineers, provide coaching and structure, and drive improvements in process, tooling, and outcomes. You’ll work cross-functionally with Product, Operations, and Engineering to eliminate recurring issues and create a scalable, data-informed escalation engine that keeps our customers supported and our frontline teams empowered.

How you’ll make an impact:

• Lead, coach, and develop a team of support specialists and team leads across three specialized functions: Damage & Relocation, Tier 2 Escalations, and Technical Support.

• Create and maintain clear escalation pathways and SOPs for high-priority or complex support cases.

• Set KPIs and team goals that align with broader Support and company objectives (e.g., response times, resolution SLAs, CSAT, case volume trends).

• Collaborate with Product and Engineering to escalate bugs, identify patterns, and implement solutions that reduce inbound volume and technical friction.

• Oversee performance management, training, and career development plans for team members.

• Own queue management and ensure high-quality, timely support across channels (email, phone, chat, etc.).

• Partner with Damage & Relocation stakeholders to ensure operational alignment and responsiveness for time-sensitive work orders.

• Drive feedback loops between frontline support and cross-functional teams to improve product reliability and customer experience.

• Audit existing tooling and workflows to recommend enhancements that increase team efficiency and reduce manual effort.

• Monitor escalation trends and deliver strategic insights to influence roadmap, resourcing, and support strategy.

The Skillset

• 3+ years of experience in customer support or operations, with at least 1–2 years managing support teams (ideally in escalation, technical support, or Tier 2).

• Demonstrated success managing cross-functional teams or multiple support verticals.

• Excellent communication, leadership, and interpersonal skills—you know how to motivate, mentor, and grow a team.

• Experience in technical support environments and comfort working closely with Engineering and Product teams.

• Operationally minded with strong skills in data interpretation, process optimization, and team performance tracking.

• Hands-on experience with support tools like Zendesk, Salesforce, or equivalent platforms.

• Familiarity with hardware/software ecosystems is a major plus.

• A calm, solutions-focused mindset—you thrive under pressure and bring clarity in moments of chaos.
  

90 Days at Flock

We are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe 90-day plans and believe that good days lead to good weeks, which lead to good months. This serves as a preview of the 90-day plan you will receive if you were to be hired at Flock Safety.

The First 30 Days

• Get to know your team and their current processes, challenges, and wins.

• Review open escalations, existing queues, and historical case data to understand volume trends and high-priority workflows.

• Meet with cross-functional partners (Product, Engineering, Ops) to establish collaboration rhythms.

• Shadow support cases across all three areas to build domain knowledge and identify early opportunities.

The First 60 Days

• Begin owning team standups, 1:1s, and performance reviews.

• Roll out clear goals and expectations for each team, ensuring alignment on SLAs and support standards.

• Implement improvements to triage processes and tool usage.

• Deliver a preliminary report on trends, team health, and process gaps.

90 Days & Beyond

• Operate as the strategic owner of escalations and complex support workflows.

• Deliver a roadmap for improving support tooling, documentation, and cross-functional escalation processes.

• Drive efficiency and quality across all three teams while building clear development pathways for your team.

• Become the go-to leader for issue resolution, escalation visibility, and strategic support insights.

Salary & Equity

In this role, you’ll receive a starting salary up to $120,000 as well as Flock Safety 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.

The Perks 

🌴Flexible PTO: We seriously mean it, plus 11 company holidays.

⚕️Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match. 

👪Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.

🍼Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. In 2025, Flock will provide a $ 50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.

💖Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support 

💸Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions. 

💚ERGs: We want all employees to thrive and feel like they belong at Flock. We offer three ERGs today - Women of Flock, Flock Proud, and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.

💻WFH Stipend: $150 per month to cover the costs of working from home.

📚Productivity Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more.

🏠Home Office Stipend: A one-time $750 to help you create your dream office.

🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies. 

Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how Flock operates, and we believe the best solutions come from diverse perspectives, experiences, and skills. We embrace our differences and know that we are stronger working together.

If you need assistance or an accommodation due to a disability, please email us at careers@flocksafety.com. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.

At Flock Safety, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level.