Customer Support Insights Specialist, Flock Safety
$70-75k
+ Equity
Public safety operating system
Be an early applicant
Public safety operating system
1001+ employees
Be an early applicant
$70-75k
+ Equity
1001+ employees
Company mission
To create safer, happier communities and cities by pre-emptively fighting crime.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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 support agents to hear firsthand the most common customer frustrations and "workarounds."
- Audit our current CSAT/NPS and ticketing data to identify the "low-hanging fruit" in customer friction
- Build relationships with key Product Managers to understand their current roadmaps and goals
- The First 60 Days:
- Establish a regular reporting cadence for product-related support insights
- Conduct your first "Deep Dive" into a specific product feature or customer segment, identifying 3–5 high-impact improvements
- Collaborate with the Data & Analytics team to refine how we tag and categorize customer feedback for better granularity
- Present your first monthly "Customer Health" narrative to Support and Product leadership
- 90 Days & Beyond:
- Own the end-to-end "Insight-to-Action" pipeline, seeing your recommendations move from support tickets into the product roadmap
- Become the go-to expert for executive leadership when they want to understand the "pulse" of our customer base
- Develop a predictive model for how specific product bugs or features will impact future support volume and NPS scores
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 Safety 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 Safety builds technology systems that provide a means for smaller law enforcement agencies to quantify and share surveillance data easily. It's caught on too, with a funding round of $275 million awarded in 2025 that will be used to expand its manufacturing capabilities. lock Safety, a U.S. startup developing surveillance technology, has raised $275 million in new funding led by Andreessen Horowitz, as it invests in a manufacturing facility and expands into drone products, the company told Reuters. funding behind it, This data can then be automatically processed to help develop leads, a time-consuming process that would usually have to be completed manually.
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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