Customer Support Insights Specialist

Flock Safety

8d•$75,000

About The Position

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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.

Benefits

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 four ERGs today - Women of Flock, Flock Proud, LEOs 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: $300 per year to use on Audible, Calm, Masterclass, Duolingo 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.