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AlphaSense is a market intelligence platform trusted by over 6,000 enterprise customers, including a majority of the S&P 500. The company combines AI-driven search with curated content (equity research, company filings, event transcripts, expert calls, news) to help sophisticated organizations remove uncertainty from decision-making. Founded in 2011 and headquartered in NYC, AlphaSense has 2,000+ employees globally.
The Customer & Product Support (C&PS) team sits at the intersection of sales, customer success, and technical support. This Analyst role is an entry point into the organization, offering cross-functional exposure and a launching pad for career growth.
You will be the first line of support for AlphaSense's global customer base. Responsibilities include:
- Delivering world-class customer experience through timely, high-quality responses via email, live chat, and direct support calls
- Investigating, diagnosing, and troubleshooting customer queries and technical issues
- Guiding customers through product features and functionalities to maximize platform utilization
- Escalating complex issues to appropriate teams while maintaining customer relationships and providing regular updates
- Collaborating with product management and engineering teams to inform future product development based on customer feedback
- Building deep product expertise and staying current with platform capabilities
- Meeting team targets for response quality and resolution effectiveness
The role requires 1-2 years of prior experience in customer or product support. You should be an intelligent, articulate, consultative professional with strong analytical and problem-solving abilities. Key traits: customer-first mindset, excellent communication skills (ability to distill complex technical issues into simple terms), strong attention to detail, effective time management, and the ability to work under pressure. You should be curious, proactive, and eager to learn—much technical knowledge is acquired on the job. Interest in AI, technology, and software is important given the company's focus.
