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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 optimal utilization of AlphaSense's AI-powered market intelligence platform.
You will serve as a first line of support and escalation point for complex customer inquiries, guiding users through features and functionalities to maximize their experience. Key responsibilities include resolving technical issues, identifying patterns in customer questions to improve documentation and in-app guidance, partnering with Customer Education on live training sessions, and collaborating with product management and engineering teams to inform future product developments.
The role requires 3+ years of experience in customer or product support roles. You should be an intelligent, articulate, and consultative professional with a customer-first mindset and strong ability to distill complex technical issues into simple explanations. You'll thrive in a collaborative environment, maintain attention to detail under pressure, and demonstrate curiosity about AI and technology.
AlphaSense is a market-leading AI-driven intelligence platform trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011 and headquartered in NYC with 2,000+ employees globally, the company recently acquired Tegus to expand its content and product capabilities. This role offers excellent cross-functional exposure and career development opportunities within a fast-growing enterprise software company.
The position is fully remote within the US, with a dual-screen home setup (equipment provided). You'll report to the Team Lead of Customer & Product Support and work with a globally distributed team across the US, UK, India, and Singapore.
