Who is Flock?

Flock Safety is an all-in-one technology solution to eliminate crime and keep communities safe. Our intelligent platform combines the power of communities at scale - including cities, businesses, schools, and law enforcement agencies - to shape a safer future together. Our full-service, maintenance-free technology solution is trusted by communities across the country to help solve and deter crime in the pursuit of safer communities for everyone.

Our holistic public safety platform is comprehensive and intelligent, providing the actionable evidence needed to solve, deter and reduce crime across neighborhoods, schools, businesses and entire cities. Without compromising transparency or privacy, we are turning unbiased data into objective answers.

Flock strives to offer a career-defining experience where you can also make an impact on your community. While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fulfilling relationships even when we are physically apart. Our group of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. 

We have raised over $700M in venture capital from investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Bedrock Capital, Meritech Capital Partners, and Initialized Capital. Now surpassing a $7.5B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.

The Opportunity

As the Customer Support Insights & Workforce Management Analyst, you’ll be at the heart of how we empower our support teams to operate at their best. You’ll analyze support trends, forecast staffing needs, optimize workforce planning, and deliver insights that drive exceptional customer experiences. This is a highly cross-functional role, partnering closely with Core Support, Data & Analytics, and Customer Experience teams to build scalable processes and uncover actionable insights.

This role is ideal for someone who thrives on turning messy data into meaningful stories, is detail-obsessed, and gets energized by helping people do their jobs better through thoughtful design and analysis.

How you’ll make an impact:

• Forecast inbound support volume across channels (email, chat, phone) to drive proactive staffing plans and maintain service level agreements (SLAs).

• Analyze agent performance, scheduling efficiency, and customer interaction data to uncover trends, inefficiencies, and opportunities for improvement.

• Build and maintain operational dashboards that give real-time visibility into support metrics, workforce performance, and team KPIs.

• Develop data-informed insights and recommendations to improve staffing strategies, reduce ticket volume, and enhance customer satisfaction.

• Partner with cross-functional teams to improve support workflows, refine escalation paths, and reduce response/resolution times.

• Translate complex data into clear visuals and narratives for stakeholders across Product, Support, and Leadership.

• Support the rollout and implementation of WFM systems (e.g., Assembled, Verint, or similar) and contribute to long-term planning tools.

• Identify and implement process improvements using a data-driven lens.

The Skillset

• 2+ years of experience in Workforce Management, Support Analytics, Business Intelligence, or similar roles in a support or operations environment.

• Deep proficiency with Excel/Google Sheets, SQL, and BI tools like Sigma, Tableau, Looker, or Power BI.

• Hands-on experience with support systems like Salesforce Service Cloud, Zoom, Zendesk or similar.

• A strong analytical mindset with a love for solving problems through data and systems thinking.

• Clear communicator—able to present insights to both technical and non-technical audiences.

• Comfortable working cross-functionally and juggling multiple priorities in a fast-paced, evolving environment.

• Bonus: Experience with WFM tools (e.g., Assembled, Verint), scripting languages (Python/R), or exposure to forecasting models.

90 Days at Flock

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

• Get familiar with our support ecosystem, systems, and current reporting workflows.

• Shadow support an