Product Support Specialist
Pubblicato il 07-08-2026 - Remote World in Città Metropolitana di Firenze
**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**:
We’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 Skillset**: - 2+ years in a customer support, sales support, or product specialist role, preferably in a B2B SaaS or hardware/software environment
- Demonstrated expertise in technical product offerings and the ability to translate features into customer value
- Experience handling inbound sales or support calls and qualifying leads
- Strong communication skills—able to “speak sales” and build rapport with a wide range of customers
- Highly organized and detail-oriented; comfortable managing multiple priorities and tracking follow-ups
- Proficient with Salesforce (or similar CRM), and familiar with support tools like Zendesk, Jira, or Intercom
- Analytical mindset; able to spot trends in customer feedback and suggest process improvements **Nice to Haves**: - Experience working with public sector or enterprise customers
- Familiarity with pipeline generation, lead management, or sales operations
- Experience in a hybrid support/sales environment
- Process improvement or workflow documentation experience **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 as a Product Support Specialist at Flock Safety. The First 30 Days
- Complete onboarding, shadow Sales and Support teammates, and learn internal systems and product workflows
- Begin answering the Inbound Sales line with supervision and coaching
- Audit current lead triage and follow-up processes; identify immediate