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AlphaSense is seeking an Associate in Customer & Product Support to join its growing global support team. The role sits at the intersection of sales, customer success, and technical support, driving positive customer outcomes and ensuring seamless access to AlphaSense's AI-powered market intelligence platform trusted by over 6,000 enterprise customers, including a majority of the S&P 500.
You will serve as a first line of support and escalation point for complex customer inquiries, guiding users through platform features and functionalities to maximize their experience. Key responsibilities include delivering world-class customer service, resolving technical issues, identifying patterns in customer questions to improve documentation and in-app guidance, and partnering with Customer Education on live training sessions. You'll also collaborate with product management and engineering teams to inform future product developments based on customer feedback and usage patterns.
The ideal candidate brings 3+ years of experience in customer or product support roles, with a customer-first mindset and ability to work through complex problems. You are an articulate, consultative professional who excels at distilling technical concepts into simple explanations. Strong communication skills, attention to detail, and effective time management under pressure are essential. You thrive in collaborative environments, are curious about AI and technology, and possess a continuous improvement mindset. The role requires a stable home working environment with dual-screen capability (equipment provided). This position offers excellent cross-functional exposure across the business, providing a strong launching point for career growth at AlphaSense.
