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Flock is a telematics and AI-powered fleet safety company, recently acquired by Admiral (UK's leading motor insurer). The company uses real-time data to help fleets prevent crashes and improve driver safety, paying out millions annually to customers who demonstrate safety improvements.
As a Customer Success Associate, you will own a portfolio of fleet customers end-to-end, from onboarding through renewal. Your responsibilities include:
- Managing a book of customers with clear accountability for retention and satisfaction
- Handling inbound policy queries from customers and brokers via phone and email, resolving issues quickly and enabling self-service where appropriate
- Conducting quarterly business reviews with fleet managers and brokers, tracking action items and supporting broker onboarding
- Delivering safety and claims interventions based on telematics data alerts, collaborating with Claims and Underwriting teams
- Cross-functional problem-solving with Underwriting, Finance, and Product teams on complex issues including policy referrals and connectivity troubleshooting
- Capturing customer feedback and proposing process improvements, automation opportunities, and self-serve enhancements
- Leveraging Flock's AI tools daily to prepare customer insights, draft communications, and organize your portfolio
You should have a background in customer service, customer success, or account management (sector agnostic). Key qualities include natural rapport-building, genuine coachability, clear communication skills, proactive problem-solving, and strong organizational abilities. Experience with AI tools or willingness to adopt them quickly is important. Insurance or fleet experience is desirable but not required; Flock will train you on both the insurance fundamentals and telematics technology.
