Teams at Flock

Provide multi-channel customer support (phone, email, live chat); troubleshoot software and hardware issues; manage a personal support queue and escalations; collaborate with Product, Engineering, Sales, and Customer Success; and author/update Help Center articles to reduce recurring tickets. Weekend shift availability required.

Lead a CX Design practice to create end-to-end, cross-channel support journeys and service blueprints. Manage and coach a team, oversee AI-enabled support, knowledge governance, and delivery of transformation programs (platform migrations, telephony, Salesforce, AI deployments) from scope through hypercare. Establish repeatable methods, ownership, quality standards, and measurable cross-functional influence.

Lead strategic sourcing, RFPs, and contract negotiations across SaaS, services, and hardware. Manage high-volume vendor workflows and renewals in Coupa and Omnea. Review and redline vendor agreements with Legal and InfoSec. Build procurement analytics and executive dashboards from spend data. Partner cross-functionally to create sourcing playbooks and drive process improvements.