Product Support Analyst — Scale Impact

Holly; New York (NY); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Equity

Health benefits

401(k)

Professional development stipend

Job summary

Holly is hiring its first dedicated Analyst, Product Support to scale the company’s support for 100+ agencies, starting in NYC. You’ll own the support function, build playbooks, and collaborate with product, deployment, and engineering.

You’ll monitor client health, produce reports on KPIs like CSAT and support volume, and write release notes and help content. This is a fast-paced, high-impact role requiring clear writing and public-sector interest.

Qualifications

• Detail-oriented and process-minded problem solver.
• Client-empathetic with strong written communication.
• Clear writer with ability to explain complex topics simply.

Responsibilities

• Own and scale customer support across jurisdictions; onboarding, debugging, and issue resolution.
• Document bugs with the engineering team; create ad-hoc platform reports.
• Lead strategic projects to improve support and product operations.
• Monitor client health and report on KPIs like CSAT, volume and response time.
• Write release notes and maintain help content; build async learning content.

Skills

Detail-oriented

Process-minded

Client-empathetic

Clear writing

Fast-moving product

Self-directed

AI tools

Public sector interest

1-3 years experience

Job description

Holly is hiring its first dedicated Analyst, Product Support to scale the company’s support for 100+ agencies, starting in NYC. You’ll own the support function, build playbooks, and collaborate with product, deployment, and engineering.

You’ll monitor client health, produce reports on KPIs like CSAT and support volume, and write release notes and help content. This is a fast-paced, high-impact role requiring clear writing and public-sector interest.