Product Support Specialist

Who is Flock?Flock Safety is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. Our hardware and software suite connects cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public-private safety network. Trusted by over 5,000 communities, 4,500 law enforcement agencies, and 1,000 businesses, Flock delivers real-time intelligence while prioritizing privacy and responsible innovation.We’re a high-performance, low-ego team driven by urgency, collaboration, and bold thinking. Working at Flock means tackling big challenges, moving fast, and continuously improving. It’s intense but deeply rewarding for those who want to make an impact.With nearly $700M in venture funding and a $7.5B valuation, we’re scaling intentionally and seeking top talent to help build the impossible. If you value teamwork, ownership, and solving tough problems, Flock could be the place for you.The OpportunityWe’re looking for a Product Support Specialist to join our Customer Experience team. In this hybrid support and sales enablement role, you’ll serve as an expert in Flock’s product offerings—both hardware and software—while acting as a critical bridge between prospective customers and our Sales team. You’ll answer the Inbound Sales line, engage with potential customers, generate and triage leads in Salesforce, and ensure every opportunity is followed up on by the right Account Executive (AE). You’ll also monitor support quality surveys, conduct proactive outreach to customers who report unresolved issues, and help define and improve processes that drive pipeline generation and customer satisfaction.This role is ideal for someone who is passionate about public safety technology, has a knack for both technical and sales conversations, and thrives in a fast-paced, cross-functional environment. You’ll play a key role in ensuring that every potential customer receives a world-class first impression and that our internal teams are set up for success.How you’ll make an impact:Serve as a product expert: Maintain deep knowledge of Flock’s hardware and software offerings to confidently answer questions from prospective customers and internal stakeholders.Speak “sales”: Engage with inbound prospects on the Sales line, qualify their needs, and communicate Flock’s value proposition in a clear, compelling way.Generate and triage leads: Create leads in Salesforce, accurately capture key details, and assign them to the appropriate AE for follow-up.Proactive customer outreach: Monitor support quality resolve surveys, identify customers who report unresolved issues, and reach out to ensure their concerns are addressed and their experience is positive.Process and workflow improvement: Collaborate with Sales, Support, and Operations to define and refine processes that streamline pipeline generation and ensure no potential customer falls through the cracks.Cross-functional collaboration: Work closely with Sales, Customer Success, and Product teams to surface customer insights, share feedback, and drive continuous improvement in both customer experience and sales outcomes.Documentation and enablement: Help document best practices, workflows, and FAQs to enable both internal teams and customers.The Skillset2+ years in a customer support, sales support, or product specialist role, preferably in a B2B SaaS or hardware/software environmentDemonstrated expertise in technical product offerings and the ability to translate features into customer valueExperience handling inbound sales or support calls and qualifying leadsStrong communication skills—able to “speak sales” and build rapport with a wide range of customersHighly organized and detail-oriented; comfortable managing multiple priorities and tracking follow-upsProficient with Salesforce (or similar CRM), and familiar with support tools like Zendesk, Jira, or IntercomAnalytical mindset; able to spot trends in customer feedback and suggest process improvementsNice to HavesExperience working with public sector or enterprise customersFamiliarity with pipeline generation, lead management, or sales operationsExperience in a hybrid support/sales environmentProcess improvement or workflow documentation experience90 Days at FlockWe 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 as a Product Support Specialist at Flock Safety.The First 30 DaysComplete onboarding, shadow Sales and Support teammates, and learn internal systems and product workflowsBegin answering the Inbound Sales line with supervision and coachingAudit current lead triage and follow-up processes; identify immediate improvement opportunitiesThe First 60 DaysIndependently handle inbound sales calls, generate and triage leads in Salesforce, and ensure timely handoff to AEsProactively monitor support quality surveys and conduct outreach to customers with unresolved issuesCollaborate with Sales and Support to refine lead management and follow-up workflows90 Days & BeyondFully own the inbound lead process, ensuring every potential customer is followed up with and no opportunity is missedDrive continuous improvement in pipeline generation processes and customer outreachSurface insights and recommendations to Sales and Support leadership to enhance the customer journey and sales outcomesSalary & EquityIn this role, you’ll receive a starting salary between up to $70,000 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 four ERGs today - Women of Flock, Flock Proud, LEOs 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: $300 per year to use on Audible, Calm, Masterclass, Duolingo 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.If an offer is extended and accepted, this position requires the ability to obtain and maintain Criminal Justice Information Services (CJIS) certification as a condition of employment. Applicants must meet all FBI CJIS Security Policy requirements, including a fingerprint-based background check.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 recruiting@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. 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