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

As the Quality & Training Lead on our Voice of Customer and Quality team, you’ll play a key role in ensuring our customer support agents deliver exceptional, consistent experiences across every channel. You’ll design and deliver training for back-of-house (BOH) tools, copilots, and workflows, helping agents resolve issues faster and with higher accuracy. You’ll also lead our Quality Assurance program which will own tracking, scoring, and improving both Human and AI-assisted support interactions to raise the bar for every customer touchpoint.

This role is for someone who thrives at the intersection of teaching, process improvement, and quality management. You’ll collaborate closely with Support Delivery, Technical Support, and Product teams to create clear SOPs, refine workflows, and identify where targeted training or quality initiatives can have the biggest impact.

How you’ll make an impact:

• Develop and deliver training programs, back of house tools, AI copilots, and internal workflows to increase agent efficiency and resolution speed

• Refine and document SOPs, escalation paths, and workflows to address customer pain points and streamline the agent experience.

• Establish, manage, and continuously improve a QA program that evaluates agent performance across all support channels.

• Analyze QA data to identify trends in customer sentiments, performance gaps, and opportunities for improvement.

• Collaborate with cross-functional teams to embed quality and training feedback into product and process updates.

• Create and maintain training materials, job aids, and reference guides to support ongoing agent and co-pilot development.

• Support onboarding of new agents and ensure smooth ramp-up into live support environments.

The Skillset

• 3+ years leading QA, training, or learning & development within a support or operations environment.

• Comfortable analyzing performance metrics, identifying trends, and translating insights into action plans and customer stories.

• Experience building, training, or assessing AI agents/copilots to improve workflow efficiency and interaction quality.

• Strong experience designing and delivering training for tools, processes, or workflows.

• Knowledge of quality assurance methodologies and best practices in customer support.

• Skilled in using support platforms such as Salesforce Service Cloud, Zendesk, or similar tools.

• Strong collaboration skills and the ability to influence without direct authority.

• Bonus: Experience with e-learning platforms, LMS administration, or QA software tools.

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

• Learn our support ecosystem, tools, and existing QA/training methods.

• Shadow agents across all channels to understand workflows and identify pain points.

• Review current SOPs, QA goals, and training materials.

• Begin auditing tickets to get familiar with interaction quality and common challenges.

The First 60 Days

• Take ownership of initial QA audits and training ideation sessions.

• Deliver your first round of QA insights and recommendations to leadership.

• Collaborate with Support Operations to refine SOPs and identify opportunities for workflow improvements.

• Launch pilot training for BOH tools or copilots to targeted agent groups and complex issue types.

90 Days & Beyond

• Fully own QA program design, execution, and reporting.

• Lead the development of scalable training programs for new tools, products, or workflows.

• Partner with leadership to embed quality and training metrics into broader Support KPIs.

• Serve as the go-to resource for agent quality, process adherence, and workflow optimization

Salary & Equity

In this role, you’ll receive a starting salary up to $90,000 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 [email protected]. 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.