Customer Support Team Lead

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 Opportunity

Exceptional customer support is at the heart of our mission. As a Customer Support Team Lead, you’ll drive daily operational excellence by leading support agents, maintaining queue health, coaching for growth, and ensuring we meet our service level agreements (SLAs). You’ll handle escalated cases with empathy and problem-solving, turning challenges into positive outcomes for our customers. You’ll report directly to the Manager, Customer Support, and play a pivotal role in empowering our team, sustaining high performance, and creating trust in every customer interaction.

Must be willing and able to work regularly on weekends and cover on-call responsibilities during weekends when no other leaders are available.

How you’ll make an impact:

• Lead and coach a team of support agents, fostering a positive, inclusive team culture and supporting individual growth.
• Monitor support queues to ensure optimal case routing, timely response, and balanced agent workloads for SLA adherence.
• Oversee daily operations to maintain queue health and proactively address bottlenecks or emerging issues.
• Provide real-time coaching and feedback through shadowing, 1:1s, standups, and structured performance reviews.
• Serve as the primary point of escalation for complex or high-impact support cases, ensuring rapid and effective resolution.
• Collaborate with cross-functional partners—including Product, Engineering, and Operations—to escalate bugs, surface trends, and implement process improvements.
• Review case volume, resolution rates, and customer satisfaction data to identify areas for improvement and reinforce best practices.
• Support new agents with onboarding and ongoing training to build technical expertise and resilience.
• Drive proactive feedback loops between frontline support and leadership to optimize processes and outcomes.

The Skillset

• 2+ years of experience in customer support lead, with demonstrable success in day-to-day team or queue management.
• Strong communication, mentorship, and interpersonal skills—you motivate and develop others effectively.
• Deep familiarity with support tools such as Zendesk, Salesforce, or similar case management platforms.
• Operational mindset: skilled in problem-solving, process optimization, and performance tracking.
• Experience handling escalated or complex cases within technical or service-oriented environments.
• Calm, solutions-centric approach, particularly during high-pressure or time-sensitive situations.
• Commitment to working at least one weekend day per week, with on-call weekend coverage as needed.

90 Days at Flock

Our performance culture is centered on 90-day plans, setting each Team Lead up for impactful success. Here’s what you’ll be focused on:

The First 30 Days

• Get to know your team—their strengths, workflows, and challenges.
• Review open queues, escalation pathways, and historical case trends.
• Shadow support interactions to build domain expertise and recognize opportunities.
• Understand current SLA targets and pain points in achieving them.

The First 60 Days

• Take ownership of team standups, coaching sessions, and queue health checks.
• Roll out clear daily and weekly goals for your team, aligned to SLA targets.
• Begin refining queue management processes and recommending tool or workflow enhancements.
• Deliver feedback on team strengths and gaps to your Manager.

90 Days & Beyond

• Operate as the go-to leader for your team, owning escalated case resolution and queue management.
• Launch initiatives to boost efficiency, agent development, and customer satisfaction.
• Help build team resilience and expertise, ensuring our support remains proactive and deeply connected to our core mission.

Salary & Equity

In this role, you’ll receive a starting salary between $80,000 and $100,000 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 offer non-accrual PTO, 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. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.

🧠Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.

💖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.

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.