Service Design Specialist - CX

United States

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$51,000 – $72,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Public Safety, SecurityIndustries

Requirements

Candidates should have experience in service design, specifically focusing on AI-powered customer support experiences and AI agent design. Familiarity with customer journey mapping, service blueprints, and omnichannel platforms is necessary. Experience with AI behavioral rule configuration and integration with tools like Salesforce Service Cloud, Slack, JIRA, and Zoom Phone is required. A background in analyzing support conversation data and tracking metrics such as resolution rate, containment rate, time saved, CX Score, and CSAT is also needed.

Responsibilities

The Service Design Specialist will design, implement, and refine AI-powered service experiences across the customer journey, creating scalable solutions and deepening customer empathy. Responsibilities include mapping support journeys, architecting workflows, and optimizing interactions. The role involves end-to-end AI agent deployment, including strategy, configuration, integration, and measurement. This position requires cross-functional partnership with Product, Support, Engineering, and Operations to identify automation opportunities, drive continuous improvement, and embed service design into business transformation initiatives.

Skills

Service Design

Customer Experience (CX)

Customer Journey Mapping

Systems Thinking

Problem-Solving

Communication

Flock Safety

License plate reader cameras for crime prevention

About Flock Safety

Flock Safety provides a system aimed at enhancing public safety through crime prevention while ensuring privacy and reducing bias. The main product is a network of license plate reader cameras that capture essential vehicle information, which helps in solving crimes. These cameras utilize machine learning technology to ensure that the data collected is objective and ethically used. Flock Safety serves a variety of clients, including neighborhoods, businesses, and law enforcement agencies in over 1,000 cities. The company operates on a subscription model, where clients pay for the installation, maintenance, and access to data and analytics. This approach not only generates a steady revenue stream but also allows clients to benefit from ongoing updates and support. Flock Safety's goal is to create safer communities by providing effective crime prevention tools that respect individual privacy and foster trust between the public and law enforcement.

Atlanta, GeorgiaHeadquarters

2017Year Founded

$372.2MTotal Funding

SERIES_ECompany Stage

Government & Public Sector, Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Unlimited PTO

12 paid holidays

Fully-paid health benefits

16 weeks of parental leave

Work from home allowance

Learning & development stipend

Home office stipend

Risks

Privacy concerns may lead to legal challenges affecting ALPR technology operations.

Integration of drone technology may increase operational costs and financial strain.

Economic downturns could reduce client spending on subscription-based services.

Differentiation

Flock Safety integrates ALPR cameras with AI for unbiased crime-solving data.

The company offers a full-service, maintenance-free technology solution for public safety.

Flock Safety's platform combines community power to enhance safety across cities and businesses.

Upsides

Acquisition of Aerodome enhances drone technology for public safety solutions.

Partnership with MS2 expands AI Traffic Analytics capabilities for state agencies.

Solar-Powered Condor video solutions increase market penetration in infrastructure-lacking areas.

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