Process Support Engineer
•Abbvie· 3h
🎧 Support⏰ Full-time📈 Mid Level🇺🇸 North Chicago, USA
3h ago
Flock Safety·4 days ago
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.
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.
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.
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.
In this role, you’ll receive a starting salary of up to $75,000, along with Flock Safety Stock Options. The base salary is determined by factors such as job-related experience, education, training, and market indicators. Your recruiter will discuss this in detail during our initial conversation.
🌴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.
If an offer is extended and accepted, this position requires the ability to obtain and maintain Criminal Justice Information Services (CJIS) certification as a condition of employment. Applicants must meet all FBI CJIS Security Policy requirements, including a fingerprint-based background check.
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.
Flock Safety is aware of fraudulent individuals and agencies falsely claiming to represent our company. All legitimate communication from Flock Safety will come from an email address ending in @flocksafety.com. We do not make job offers through messaging apps, social platforms, or unauthorized third parties, and we will never request payment or sensitive personal information during the hiring process. If you encounter suspicious outreach related to a Flock Safety role, please report it to [email protected]