Service Design Specialist - CX - Remote Eligible

Service Design Specialist

Flock Safety's mission is to build safer communities through technology, and as a Service Design Specialist, you'll play a pivotal role in revolutionizing customer support. In this systems-driven position, you'll design, implement, and refine AI-powered service experiences across the customer journey, creating solutions that scale efficiently while deepening customer empathy.

Specializing in service workflow and AI agent design, you'll map support journeys, architect operationally robust workflows, and optimize interactions at every touchpoint. You'll be a part of the end-to-end process of AI agent deployment—including strategy, configuration, integration, and ongoing measurement—leveraging best-in-class platforms and tools to align outcomes with Flock's brand and policy standards.

Your work will involve partnering cross-functionally with Product, Support, Engineering, and Operations to identify automation opportunities, drive continuous improvement, and embed service design into larger business transformation initiatives. Success in this role means bringing clarity and efficiency to complex support systems, enabling AI-driven solutions that not only resolve customer queries but elevate the overall support experience—helping Flock Safety achieve its goal of reducing crime by empowering communities nationwide.

How You'll Make An Impact

• Participate in the development and maintenance of customer support journey maps and service blueprints, identifying friction points, handoff breakdowns, and areas for improvement
• Architect, launch, and maintain AI agent solutions within omnichannel platforms, leveraging platform capabilities
• Define and prioritize use cases for automation, align them to business goals, and oversee safe, scalable rollouts using phased or fast-track approaches
• Identify quick-win automation opportunities by analyzing support conversation data for repetitive or complex queries that can be resolved by AI Agents
• Configure AI behavioral rules (voice, tone, escalation protocols), and orchestrate integration with Salesforce Service Cloud, Slack, JIRA, and Zoom Phone
• Track metrics like resolution rate, containment rate, time saved, CX Score, and CSAT
• Set up feedback loops to surface gaps and drive ongoing training and optimization cycles
• Document AI agent deployment playbooks, SOPs, and performance insights
• Regularly audit knowledge sources, configuration, and integrations to ensure the AI agent's outcomes align with brand, policy, and quality standards
• Partner with Support, Product, Engineering, and Operations to embed service design into broader change management initiatives and business transformation strategies

The Skillset

• 2+ years of experience in service design, customer experience, support operations, or related fields
• Strong understanding of customer journey mapping, service blueprinting, and process design methodologies
• Hands-on experience implementing or optimizing customer facing AI agents
• Direct experience deploying, configuring, or evaluating advanced AI agents in customer support platforms
• Fluency in mapping and optimizing complex customer journeys, including hybrid AI/human workflows
• Experience configuring AI agent rules for brand-aligned tone and escalations.
• Proficient in tools like Miro, Lucidchart, Figma (for journey mapping/service blueprints), and AI agent platforms
• Outstanding ability to communicate, present roadmaps, and drive adoption across stakeholders
• Bonus: Experience scaling AI agents and workflows in SaaS or technology-led environments; familiarity with agile, ITSM, or enterprise deployment requirements

What To Expect In Your First 90 Days

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:

• Onboard into current support systems, journey maps, and tooling infrastructure.
• Shadow support agents, team leads, and operations managers to understand current-state workflows and challenges.
• Audit current workflows and pain points, including areas that AI could resolve or improve.
• Shadow CX teams to understand real-world challenges and identify quick-win automation topics.

The First 60 Days:

• Configure, test, and refine AI agent behaviors, tone, escalation, and knowledge sources.
• Deliver updated customer journey maps incorporating both AI and human resolution paths for various channels, including chat, voice, and email.
• Lead rollout and evaluation of AI agent(s), measuring against defined success criteria.
• Present actionable roadmap for phased expansion and continuous improvement.

90 Days & Beyond:

• Govern ongoing performance, deliver insights and optimization recommendations.
• Document learnings and SOPs for future deployments.
• Drive a culture of experiment-driven improvement and embed AI agent design into support team operations.

The Interview Process

We want our interview process to be a true reflection of our culture: transparent and collaborative. Throughout the interview process, your recruiter will guide you through the next steps and ensure you feel prepared every step of the way.

1. Our First Chat: During this first conversation, you'll meet with a recruiter to chat through your background, what you could bring to Flock, what you are looking for in your next role, and who we are.
2. The Hiring Manager Interview: You will meet with your potential future boss to really dive into the role, the team, expectations, and what success means at Flock. This is your chance to really nerd out with someone in your field.
3. Assessment: Complete a assessment to test your skills pertaining to the role,
4. Peer/Panel Interview: Learn more about the team, responsibilities, and workflows. You should be prepared to speak about past projects, how you collaborate and communicate with others, and how you live our values.

Salary & Equity

In this role, you'll receive a starting salary of up to $72,000, along with Flock Safety Stock Options. The base salary is determined by factors such as job-related experience, education, training, and market indicators. Your recruiter will discuss this in detail during our initial conversation.

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. 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 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.

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