Customer Support Insights Analyst, Flock
$75-100k
+ Equity
Public safety operating system
Job no longer available
Public safety operating system
1001+ employees
Job no longer available
$75-100k
+ Equity
1001+ employees
Company mission
To create safer, happier communities and cities by pre-emptively fighting crime.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
- 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 and operations team members to understand day-to-day rhythms and pain points
- Begin analyzing historical support data and assist in staffing model reviews
- Meet with key stakeholders to understand reporting needs and priorities
- The First 60 Days:
- Take ownership of key reporting dashboards and begin a regular cadence of insights reporting
- Propose improvements to existing WFM processes and begin forecasting ticket volume across teams/channels
- Collaborate on the implementation or optimization of workforce planning tools
- Deliver your first round of strategic insights to inform planning or process improvements
- 90 Days & Beyond:
- Own all support-related forecasting and capacity planning with confidence
- Deliver executive-level insights that influence customer support strategy
- Drive new initiatives for automation, efficiency, or self-service optimization
- Be the go-to expert for support operations insights and workforce performance
Application process
- We want our interview process to be a true reflection of our culture: transparent and collaborative
- Throughout the interview process, your recruiter will guide you through the next steps and ensure you feel prepared every step of the way
- Our First Chat: During this first conversation, you’ll meet with a recruiter to chat through your background, what you could bring to Flock, what you are looking for in your next role, and who we are
- The Hiring Manager Interview: You will meet with your potential future boss to really dive into the role, the team, expectations, and what success means at Flock. This is your chance to really nerd out with someone in your field
- The Technical Assessment: Our technical assessments seek to test the hard skills required to do the job. Engineers may find themselves in coding interviews or architecture discussions, sales roles may present mock discovery calls, and leadership roles may craft 90 day plans
- Your recruiter will inform you of which assessment you will be assigned and ensure you are fully prepared for your big day
- The Panel: Learn more about the team, responsibilities, and workflows. You should be prepared to speak about past projects, how you collaborate and communicate with others, and how you live our values
- Depending on the team and role you are interviewing for, you may meet with several teammates as well as cross-functional partners
- The Executive Review: A chance to meet an executive and view Flock from a different lens. Be prepared to ask well-thought-out questions about the company, culture, and more
Our take
Public vehicle surveillance provides valuable insights to emergency services for the prevention of crime, but bringing information together to create leads is difficult. There's no standardised system for inter-city vehicle surveillance, and this makes it difficult for communities and law enforcement services to work together.
Flock provides surveillance equipment that aims to improve the abilities of law enforcement and homeowner associations to communicate data with each other. The company focuses on vehicle surveillance, innovating on existing technology by using machine learning to categorise vehicles by color, license plate, state, and other data points.
Whilst automated surveillance equipment is used daily within federal police forces, Flock builds technology systems that provide a means for smaller law enforcement agencies to quantify and share surveillance data easily. The company has raised strong funding to support the expansion of its manufacturing capabilities. But it has also faced a large dose of backlash from groups and individuals who are concerned about its capability for mass surveillance and the privacy of the data it collects.
Steph
Company Specialist at Welcome to the Jungle
Insights
40% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Mar 2025
$275m
LATE VC
Mar 2024
$200m
SERIES G
Total funding: $857.8m
Company benefits
- 🌴Use what you need PTO: We seriously mean it, plus 11 company holidays and your birthday off!
- ⚕️Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match
- 👪Family Leave: We provide 16 weeks of 100% paid leave for primary caregivers and 12 weeks of 100% paid leave for secondary caregivers
- 🍼Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. We will reimburse $10,000 a year for adoption, surrogacy, or infertility
- 🧠Mental Health: All employees receive an annual subscription to Headspace
- 💖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
- 💻WFH Stipend: $150 per month to cover the costs of working from home
- 📚L&D Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more
- 🏠Home Office Stipend: A one-time $750 to help you create your dream office
- 🏢Coworking Space: If you’re not local to our ATL HQ, we’ll provide $250 a month to get you set up with an All Access Membership to WeWork (or a local coworking space in your area)
- 🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies
Company HQ
Home Park, Atlanta, GA
Leadership
Garrett Langley
(Founder & CEO)They worked in Computer Services freelance for over 6 years before joining Firethorn in 2015, and Clutch Technologies in 2014. They left their position as President of Moment LLC to found Flock Safety in April 2017.
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