Customer Support Insights & WFM Analyst

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 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.

The Interview 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. 

[Recruiters please adjust this based on the standardized interview plan] 

1. 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. 

2. 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. 

3. 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. 

4. 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. 

5. 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. 

Salary & Equity

In this role, you’ll receive a starting salary between  $75k and $100k as well as Flock Safety Stock Options. 

The Perks 

🌴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 three ERGs today - Women of Flock, Flock Proud, and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.

💻WFH Stipend: $150 per month to cover the costs of working from home.

📚Productivity 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.

🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies. 

Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how Flock operates, and we believe the best solutions come from diverse perspectives, experiences, and skills. We embrace our differences and know that we are stronger working together.

If you need assistance or an accommodation due to a disability, please email us at [email protected]. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process.

At Flock Safety, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level.