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Salary: CAD 65,000 - 75,000 / annual
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 public and private content (equity research, company filings, event transcripts, expert calls, news, trade journals) to help sophisticated organizations remove uncertainty from decision-making. Founded in 2011 and headquartered in NYC with 2,000+ employees globally, AlphaSense acquired Tegus in 2024 to expand its capabilities.
The Customer & Product Support (C&PS) team sits at the intersection of sales, customer success, and technical support. This Associate role is an entry point into the organization, offering cross-functional exposure and a launching pad for career growth at AlphaSense.
Key Responsibilities:
- Deliver world-class customer experience as the first line of defense, addressing complex customer inquiries and resolving technical issues
- Guide customers through features and functionalities to maximize their experience
- Identify commonly asked questions to drive better documentation and help center articles
- Partner with Customer Education on live training sessions, managing chat functions
- Investigate, diagnose, troubleshoot, and find solutions for queries via email, live chat, and direct customer calls
- Escalate tickets appropriately while maintaining customer relationships through regular updates
- Act as a key partner to Product and Engineering by fielding feedback, identifying product opportunities, and qualifying/triaging customer inquiries
- Own level 1 support of internal channels and lead incident responses in partnership with SRE
- Become an expert on the AlphaSense platform through proactive learning and staying current on new features
- Contribute to new hire training, knowledge base articles, and support documentation
- Lead testing and feedback on new product features during beta phases
The role requires maintaining a stable, professional home working environment with dual-screen capability (equipment provided by AlphaSense).
Requirements:
- 3+ years of experience in a client/product support role
- Customer-first mindset with ability to work through complex problems
- Strong communicator who can distill complex issues into simple terms
- Collaborative team player with genuine interest in helping others
- Strong attention to detail, effective time management, and ability to prioritize under pressure
- Curious, proactive mindset with ability to learn quickly and adapt
- Interest in AI, technology, and software applications
- Ability to work in a remote environment with professional setup
