Flock Safety · 1 day ago
Customer Support Insights Specialist
United States
Full-time
Remote
Entry, Mid Level
$0/yr - $75K/yr
2+ years expFlock Safety is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. The Customer Support Insights Specialist will bridge the gap between customer experiences and product evolution by translating data into impactful product recommendations and advocating for the customer within cross-functional teams.
ManufacturingPublic SafetySecuritySensor
Responsibilities
Synthesize Feedback Loops: Monitor and analyze qualitative and quantitative data from support tickets, CSAT/NPS surveys, and community feedback to identify emerging trends and systemic pain points
Drive Product Roadmap: Translate customer friction into actionable product requirements and improvement recommendations for our Product and Engineering teams
Master the Narrative: Create compelling, data-driven "stories" that illustrate customer struggles and successes, moving beyond spreadsheets to influence company strategy
Executive Presentation: Regularly present insights to executive leadership, providing a clear-eyed view of where our product excels and where it fails
Quantify Impact: Develop frameworks to measure how product changes impact support volume and customer sentiment over time
Cross-Functional Advocacy: Act as a key stakeholder in product launch cycles, ensuring that supportability and the customer experience are prioritized from day one
Visualize Insights: Build and maintain advanced dashboards that provide real-time visibility into customer health and product-related support trends
Qualification
Required
2+ years of experience in Customer Insights, Product Operations, CX Analytics, or a similar role focused on turning support data into product action
Expert Storyteller: You have a proven ability to distill complex data into a persuasive narrative that drives change
Data Proficiency: Deep experience with SQL and BI tools (e.g., Sigma, Tableau, Looker) to pull your own data and validate your hypotheses
System Knowledge: Hands-on experience with CRM and feedback tools like Salesforce Service Cloud, Zendesk, Qualtrics, or Medallia
Executive Presence: You are comfortable and confident speaking to VPs and C-suite leaders, defending your data and advocating for the customer's needs
Strategic Empathy: You can balance the empathy needed to understand customer pain with the business logic needed to prioritize product fixes
This position requires the ability to obtain and maintain Criminal Justice Information Services (CJIS) certification as a condition of employment
Preferred
Bonus: Experience in a high-growth SaaS or Hardware-as-a-Service environment
Benefits
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. In 2025, Flock will provide a $ 50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
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 four ERGs today - Women of Flock, Flock Proud, LEOs and Melanin Motion.
WFH Stipend: $150 per month to cover the costs of working from home.
Productivity Stipend: $300 per year to use on Audible, Calm, Masterclass, Duolingo and so much more.
Home Office Stipend: A one-time $750 to help you create your dream office.
Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies.
Company
Flock Safety
Flock Safety provides end-to-end surveillance solutions to support law enforcement and communities.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$655.58MKey Investors
Andreessen HorowitzTiger Global ManagementMeritech Capital Partners
2025-03-13Series F· $275M
2022-02-15Series E· $150M
2021-07-13Series D· $150M
Leadership Team
Garrett Langley
Founder & CEO
Mandy Schuler
Vice President Supply Chain
Recent News
Press Telegram
2026-01-18
2026-01-16
2026-01-16
Company data provided by crunchbase