Manager of Customer Support, Flock Safety

• 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

• 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
• 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 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

• 🌴Use what you need PTO: We seriously mean it, plus 11 company holidays and your birthday off!
• ⚕️Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match
• 👪Family Leave: We provide 16 weeks of 100% paid leave for primary caregivers and 12 weeks of 100% paid leave for secondary caregivers
• 🍼Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. We will reimburse $10,000 a year for adoption, surrogacy, or infertility
• 🧠Mental Health: All employees receive an annual subscription to Headspace
• 💖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
• 💻WFH Stipend: $150 per month to cover the costs of working from home
• 📚L&D 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
• 🏢Coworking Space: If you’re not local to our ATL HQ, we’ll provide $250 a month to get you set up with an All Access Membership to WeWork (or a local coworking space in your area)
• 🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies

Total funding: $857.7m

Public vehicle surveillance provides valuable insights to emergency services for the prevention of crime, but bringing information together to create leads is difficult. There's no standardised system for inter-city vehicle surveillance, and this makes it difficult for communities and law enforcement services to work together.