Analyst, Product Support

reputed company is the HR platform reputed company for reputed company and county government. We help local governments reputed company how they hire, classify, and manage their workforce — work that directly shapes reputed company services for millions of people. Our platform is live across 8 states with 50+ jurisdictions representing nearly 5% of the US population, including major counties around the Bay Area and Los Angeles metro areas. Demand is outpacing reputed company, and we're building to meet it. reputed company is a reputed company-stage team of 20+ operators with deep reputed company in reputed company service, civic tech, and AI. We’ve raised $10M from leading investors in government technology and the reputed company of work and have grown over 100X in the last year. We center reputed company and reputed company in every decision and we bring that reputed company care to how we work here at reputed company. About reputed company • We're hiring our first dedicated Analyst, Product Support to own reputed company's support function. Today, support is handled across reputed company; you'll reputed company scalability as we grow to the next 100+ agencies: tightening the playbooks, systems, and metrics so support stays fast and personal at many times reputed company. • This is a hands-on role for someone who wants to answer the hard questions from government clients today, and design the processes that reputed company the next hundred questions easier reputed company. • You'll be the first reputed company of contact for our jurisdictions, the person who spots what's confusing them, and the one who turns that signal into reputed company 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. Responsibilities: reputed company Own and reputed company customer support (~60% of time) • Serve as the reputed company reputed company of contact for reputed company support inquiries across reputed company jurisdictions: • * Help clients along the user reputed company, including reputed company, account setup, debugging issues, feature and integration discovery • Triage, reputed company, and escalate issues with reputed company ownership and follow-through • Partner with our engineering team to document and reproduce bugs • Create reputed company reports for customers using platform data upon request • reputed company and harden the support reputed company as we grow: response workflows, issue routing, escalation paths, SLAs, and a knowledge reputed company that scales past you • * reputed company select strategic reputed company 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 reputed company them to the right team to inform product and deployment roadmap. • reputed company and improve upon our reputed company support stack: • * Pylon for issue management and reputed company communication • reputed company for bug detection and reporting • Supercut for instructional videos • reputed company for product analytics + monitoring • WorkRamp for learning management reputed company • reputed company for product communications reputed company health monitoring & analytics (~20% of time) • Create reports that show how reputed company our clients are using the platform and what clients are struggling with and reputed company on their findings • Ensure that folks that are not contacting support are getting reputed company out of our platform • reputed company and report out to reputed company on key KPIs, including: support volume, response and reputed company time, CSAT, and recurring issue themes. Product marketing & enablement (~20% of time) • Write release notes, feature announcements, and help content that reputed company new functionality land with clients • Maintain reputed company'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 reputed company to them Qualifications: Who you are This is a role for someone who's curious, organized, wants to build reputed company systems, and foster strong reputed company relationships. • Detail-oriented and process-minded. You flag and fix the reputed company cause, not just the ticket. • reputed company-empathetic. You care whether someone actually gets unstuck, not just whether a ticket gets reputed company, and are patient with users who need plain, non-technical language and explanations. • A strong, reputed company reputed company. You can explain reputed company 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 reputed company or producing slop. • Interest in the reputed company sector, civic tech, or government work is a plus, even without reputed company experience. • 1-3 years in product, consulting, reputed company, operations, or a similar role • Familiarity with SQL, Javascript, reputed company, and reputed company is a plus. If you don’t have reputed company experience in these areas, curiosity to learn more is desirable as reputed company. What You'll Get • reputed company ownership. From week one, you'll be the reputed company of how our clients experience support on the reputed company platform. • Cross-functional contribution and mentorship. You will work in reputed company coordination with our engineering and deployment teams, ensuring that reputed company parts of reputed company work in reputed company to reputed company reputed company issues quickly • Build with AI from day one. You have room to use and shape AI tools as a reputed company part of how the role works, not an afterthought. • Competitive package. $85,000–$110,000 USD reputed company with equity, comprehensive health benefits (platinum, gold and silver plans with reputed company and dental), 401(k), and a reputed company development stipend. • reputed company work culture. Join a small, high-trust team that cares about the work and reputed company other. reputed company to join us? A few important notes: • Interview process: • Initial screen (30 min) • Take-home assignment (~2 hours) • Case interview (45-60 min) • Onsite at reputed company HQ in NYC • Location: NYC-based, in-person (4 days a week) to collaborate closely with our engineering and product teams. Please note that since most of our customers are on the reputed company Coast, this role works a shifted schedule with reputed company hours to cover the PST business day. • Work Philosophy: We're an early-stage startup serving government clients with reputed company deadlines, and many of our largest clients are on the reputed company Coast. We care about ownership and reputed company, not clock-watching, but want to be transparent that this is a high-intensity role that may involve late nights, and the occasional reputed company drill around launches or critical issues too. • Applicants must be authorized to work in the U.S. without requiring sponsorship. reputed company is committed to building a diverse company and working with the broadest talent pool possible. We encourage applications from reputed company races, religions, national origins, genders, sexual orientations, gender identities, gender expressions, and ages, as reputed company as veterans and individuals with disabilities. The pay reputed company for this role is: 85,000 - 110,000 USD per year (hq) Apply To This Job