United States onlyFlock Safety is seeking a Quality Lead to ensure exceptional customer support experiences across all channels. The role involves leading the Quality program, analyzing data, and collaborating with cross-functional teams to improve support quality and processes.
Requirements
- 3+ years leading Quality, Voice of Customer, or Learning & Development within a support or operations environment
- Comfortable analyzing performance metrics, identifying trends, and translating insights into action plans and customer stories
- 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
Benefits
- Flexible PTO: 11 company holidays
- Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match
- 12 weeks of 100% paid parental leave
- Fertility & Family Benefits: $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses
- Caregiver Support: partnership with Cariloop
- Carta Tax Advisor: 1:1 sessions with Equity Tax Advisors
- ERGs: Women of Flock, Flock Proud, and Melanin Motion
- WFH Stipend: $150 per month
- Productivity Stipend: $250 per year
- Home Office Stipend: one-time $750
- Pet Insurance: partnership with Pumpkin
