Analyst, Product Support

Holly is an HR platform for city and county governments that helps modernize hiring, classification, and workforce management. The Analyst, Product Support will own and scale customer support, monitor client health and usage analytics, and create product marketing and enablement content while collaborating with product, deployment, and engineering teams.

What you'll do:

• 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

What they're looking for:

• 1-3 years in product, consulting, customer success, operations, or a similar role
• 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
• NYC-based, in-person (4 days a week)
• This role works a shifted schedule with later hours to cover the PST business day
• Applicants must be authorized to work in the U.S. without requiring sponsorship
• 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

Benefits:

• Equity
• Comprehensive health benefits (platinum, gold and silver plans with vision and dental)
• 401(k)
• Professional development stipend
• Real ownership
• Cross-functional contribution and mentorship
• Room to use and shape AI tools as a core part of how the role works
• Collaborative work culture
• NYC-based, in-person work 4 days a week