Analyst, Product Support

Holly • New York, NY

1d • $85,000 - $110,000 • Onsite

About The Position

We're hiring our first dedicated Analyst, Product Support to own Holly's support function. Today, support is handled across the team; you'll drive scalability as we grow to the next 100+ agencies: tightening the playbooks, systems, and metrics so support stays fast and personal at many times the volume. This is a hands-on role for someone who wants to answer the hard questions from government clients today, and design the processes that make the next hundred questions easier tomorrow. You'll be the first point of contact for our jurisdictions, the person who spots what's confusing them, and the one who turns that signal into better help content, product feedback, and customer communication. This role reports directly to Cherie, one of the co-founders, and works closely with product, deployment, and engineering.

Requirements

• Detail-oriented and process-minded. You flag and fix the root cause, not just the ticket.
• Client-empathetic. You care whether someone actually gets unstuck, not just whether a ticket gets closed, and are patient with users who need plain, non-technical language and explanations.
• A strong, clear writer. You can explain complex features simply.
• Comfortable with a fast-moving, frequently-changing product. You don't need everything to be settled to do good work.
• Self-directed; you're excited to own and grow a function rather than inherit a finished one
• Discerning user of AI tools. You already use AI tools (Claude, ChatGPT, etc.) to draft, organize, and speed up your own work, without compromising on quality or producing slop.
• 1-3 years in product, consulting, customer success, operations, or a similar role

Nice To Haves

• Interest in the public sector, civic tech, or government work is a plus, even without direct experience.
• Familiarity with SQL, Javascript, APIs, and GitHub is a plus. If you don’t have direct experience in these areas, curiosity to learn more is desirable as well.

Responsibilities

• Own and scale customer support (~60% of time)
• Serve as the primary point of contact for client support inquiries across all jurisdictions
• Help clients along the user journey, including onboarding, account setup, debugging issues, feature and integration discovery
• Triage, resolve, and escalate issues with clear ownership and follow-through
• Partner with our engineering team to document and reproduce bugs
• Create ad-hoc reports for customers using platform data upon request
• Extend and harden the support playbook as we grow: response workflows, issue routing, escalation paths, SLAs, and a knowledge base that scales past you
• Lead select strategic projects to improve the support experience, internal knowledge sharing, and product operations
• Spot patterns and insights in tickets that signal product bugs, gaps, or training needs, and route them to the right team to inform product and deployment roadmap.
• Leverage and improve upon our current support stack: Pylon for issue management and client communication, Jam for bug detection and reporting, Supercut for instructional videos, PostHog for product analytics + monitoring, WorkRamp for learning management system, Resend for product communications
• Client health monitoring & analytics (~20% of time)
• Create reports that show how well our clients are using the platform and what clients are struggling with and action on their findings
• Ensure that folks that are not contacting support are getting outcomes out of our platform
• Track and report out to the company on key KPIs, including: support volume, response and resolution time, CSAT, and recurring issue themes.
• Product marketing & enablement (~20% of time)
• Write release notes, feature announcements, and help content that make new functionality land with clients
• Maintain Holly's help center for accuracy and usability
• Build async learning content that reduces inbound questions
• Partner on customer communications so jurisdictions know what's changing and why it matters to them

Benefits

• Competitive package. $85,000–$110,000 USD base with equity, comprehensive health benefits (platinum, gold and silver plans with vision and dental), 401(k), and a professional development stipend.
• Collaborative work culture. Join a small, high-trust team that cares about the work and each other.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed