Product Support Analyst

Where you fit in

The News Literacy Project empowers educators to teach middle and high school students how to sort fact from fiction in the digital age. We are at an exciting inflection point for our work, and we are making critical investments to rapidly scale our growth and impact. To that end, NLP is expanding our product team to include a Product Support Analyst to support users and turn conversations into product innovation. This is a front-line role helping our educators solve real problems and surfacing trends that inform what we build next. This is a hybrid role: part support professional, part data analyst, and part feedback analyst. You’ll work closely with our Product Manager and Product Designer to champion the educator voice and make sure we’re solving the right problems. This isn’t just a customer support role; you will contribute directly to our product development while helping educators have a great experienceusing our products.

What makes this role different? You won’t just answer and solve customer problems and support issues. You will work cross-functionally to elevate the user voice in every stage of development. You will contribute to our product development, testing and iterative improvement process. You will be trusted to spot patterns, propose improvements and influence the product roadmap.

This position reports to the Vice President of Product.

About the position

Specifically, in this job, you will:

• Provide empathetic, accurate support via Zendesk, email, chat and in occasional external customer meetings and webinars.

• Support users and school districts in onboarding to the Checkology platform.

• Diagnose and document technical issues, reproduce bugs, and test and verify fixes with Engineering.

• Query user data to uncover usage patterns and adoption and retention risks.

• Co-author product requirements with product team to guide roadmap priorities.

• Create and maintain high-quality help center content, FAQs and onboarding guides.

• Monitor support SLAs and continuously improve the support experience.

• Collaborate with the Product Designer to validate designs against real-world user needs and edge cases and participate in discovery sessions.

About you

This position will directly impact many thousands of educators and hundreds of thousands of students in schools across the country and plays a pivotal role in shaping and achieving our organizational strategy. While we do not expect candidates to meet all qualifications, the successful candidate will have most of the following:

• Bachelor’s degree or appropriate technical certifications.

• Two or more years in a K-12 education context – as a teacher, aide or edtech platform support role, or

• Two or more years’ experience providing virtual support for an online tool or platform.

• Proven ability to work productively and efficiently in a remote-only setting.

• Experience handling customer support or success for a digital product and used Zendesk or similar tools.

• Experience writing customer-facing product documentation and help files and creating video tutorials.

• Experience working in an agile environment, supporting remediation work within an engineering or design sprint.

• Comfort working with basic data through spreadsheets and simple dashboards, and eagerness to grow data skills.

• A bias toward action and willingness to make informed decisions.

• Limited travel required (less than 15%), particularly for NLP’s annual in-person staff retreat.

This full-time position is virtual. Highly qualified candidates who live in, and are authorized to work in, the United States are encouraged to apply.

Compensation and benefits

The starting salary for this position is $60,000 to $65,000, depending on the candidate’s qualifications and experience. NLP also offers outstanding benefits, including a potential annual bonus of up to 10% for exceptional performance, health and dental insurance, a 401(k) plan match, flexible work environment and more. For an overview of our generous benefits package, check out ourHR benefits summary.

Applications

To apply, upload a cover letter and a résumé at https://bit.ly/NLPJobs. The application deadline is 5 p.m. ET on Friday, June 6. We hope to hire as quickly as possible for a start date around July 16, 2025.

Our Interview Process

Candidates selected to participate will be asked to complete a skills assessment (1-2 hours) and up to three rounds of virtual interviews (2-3 hours total). Interviews are conducted one-on-one and in group settings. Finalists will be asked to provide references.

Please be aware that NLP does not engage the services of external recruiters unless it is explicitly stated in the job announcement. All hiring is conducted directly through our official channels. If you are contacted by someone claiming to represent NLP as a recruiter, please be cautious. These individuals are not affiliated with our organization. We encourage you to report any such encounters to us immediately.

For a safe and genuine application process, please apply directly through our official website or recognized job portals.

The News Literacy Project welcomes applicants from diverse backgrounds. We offer equal opportunity in employment for all qualified persons and prohibit discrimination in employment on the basis of race, color, religion, creed, sex (including sexual orientation and gender identity), national origin, ancestry, age, veteran status, disability unrelated to job requirements, genetic information, military service or other protected status.

We deeply value diversity in the workplace and strongly believe that a diverse team enriches our organization and strengthens our ability to realize our mission (read/print NLP’s Organizational Values [PDF] and Commitment to Diversity, Equity and Inclusion [PDF]).