Who is Flock?

Flock Safety is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. Our hardware and software suite connects cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public-private safety network. Trusted by over 5,000 communities, 4,500 law enforcement agencies, and 1,000 businesses, Flock delivers real-time intelligence while prioritizing privacy and responsible innovation.

We’re a high-performance, low-ego team driven by urgency, collaboration, and bold thinking. Working at Flock means tackling big challenges, moving fast, and continuously improving. It’s intense but deeply rewarding for those who want to make an impact.

With nearly $700M in venture funding and a $7.5B valuation, we’re scaling intentionally and seeking top talent to help build the impossible. If you value teamwork, ownership, and solving tough problems, Flock could be the place for you.

The Opportunity

As the Customer Support Insights Specialist, you will be the primary bridge between our customers' lived experiences and our product’s evolution. You aren't just a “numbers person,” you are a storyteller who can look at a mountain of support tickets, CSAT scores, and NPS feedback and see the human narrative underneath.

Your mission is to advocate for the customer by translating data into high-impact product recommendations. You will spend your days digging into the "why" behind customer friction and your evenings preparing to confidently present those findings to our executive leadership. This role is highly cross-functional, partnering with Product, Engineering, and Support leadership to ensure the voice of the customer is the loudest voice in the room when we decide what to build next.

How you’ll make an impact:

• 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.

The Skillset

• 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.

• Bonus: Experience in a high-growth SaaS or Hardware-as-a-Service environment.

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

• Immerse yourself in the Flock product suite and support ecosystem to understand the current customer journey.

• Shadow