Product Support Analyst III

We are seeking a Content Analyst to support emerging digital products and programs during critical launch and growth phases. In this role, you will help identify trends, review content, investigate user issues, document processes, and collaborate with cross-functional teams to improve customer and operational experiences.

This is a fast-paced environment where priorities can shift quickly, requiring strong analytical skills, sound judgment, and the ability to work independently with limited direction.

• Analyze content, user feedback, and operational trends to identify emerging issues and opportunities
• Investigate escalated customer or platform-related concerns and document findings
• Review content and accounts for policy compliance when required
• Identify patterns and communicate actionable insights to internal stakeholders
• Create and maintain internal documentation, workflows, and knowledge base articles
• Support process improvements and operational readiness for new initiatives
• Collaborate with product, operations, and support teams to resolve issues efficiently
• Assist with building and refining content review and escalation processes
• Maintain high accuracy while working across multiple projects and priorities

• Bachelor's degree required
• 2+ years of experience in content analysis, customer support, operations, trust & safety, content moderation, or a related field
• Strong written and verbal communication skills
• Excellent documentation and process-writing abilities
• Analytical mindset with the ability to identify trends and recurring issues
• Comfortable working in an evolving environment with changing priorities
• Ability to work independently and make decisions with limited guidance
• Experience collaborating with cross-functional teams

• Experience with content moderation, trust & safety, policy enforcement, or integrity review
• Knowledge base authoring or process documentation experience
• Experience supporting new products, launches, or rapidly changing environments
• Familiarity with ticketing systems, workflow management tools, or support platforms
• Experience with AI tools, generative AI platforms, or AI-assisted content review processes
• Understanding of how AI impacts content quality, moderation, and user experience

The ideal candidate is curious, detail-oriented, and comfortable navigating ambiguity. They can recognize patterns from limited information, communicate findings clearly, and help build scalable processes from the ground up. Experience working with AI-powered tools or supporting AI-related workflows is considered a strong plus.

• Must be available to support a flexible shift-based schedule, including evenings and weekends as needed.

• 12-Month Contract (with potential for extension)

Eligible contractors may have access to medical, dental, vision, retirement savings plans, paid sick leave, and other benefit offerings, subject to plan eligibility requirements.

Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

This is a Contract position based out of Austin, TX.

The pay range for this position is $38.00 - $40.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent…