Associate, Customer & Product Support

About AlphaSense

AlphaSense is a leading AI-driven market intelligence platform trusted by over 6,000 enterprise customers, including many from the S&P 500. Founded in 2011 and headquartered in New York City, AlphaSense operates globally with more than 2,000 employees and offices across the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. The company recently expanded through acquiring Tegus, enhancing its product and content portfolio to deliver deeper insights from public and private data sources.

Team Overview

The Customer & Product Support (C&PS) team operates at the crossroads of sales, customer success, and technical support. This global team is dedicated to driving exceptional user experiences by ensuring seamless product access and optimal usage, responding promptly and knowledgeably to customer needs.

Role Summary

The Associate in Customer & Product Support will leverage technical expertise and user understanding to maximize customer value from AlphaSense’s platform. This front-line role handles customer inquiries, supports user engagement, and collaborates with product and engineering teams to shape future product enhancements. It offers wide cross-functional exposure, serving as a strong foundation for career growth within AlphaSense.

Key Responsibilities

• Deliver world-class service by resolving complex customer questions and technical issues as first line of support.
• Guide users to maximize platform features and troubleshoot problems via emails, live chats, and support calls.
• Collaborate with Customer Education team to support live training sessions and handle queries.
• Gather common customer questions to improve documentation, help articles, and feature tours.
• Escalate tickets to appropriate teams, maintaining communication with customers until resolution.
• Work closely with Product and Engineering to relay feedback, identify opportunities, and ensure swift issue resolution.
• Manage internal support channels and participate actively in incident response coordination with Site Reliability Engineering (SRE).
• Continuously enhance product knowledge and contribute to new hire training and support documentation development.
• Test and provide feedback on new product features, acting as subject matter expert within the support team.

Candidate Profile

• Minimum three years' experience in client or product support with a consultative and confident customer-facing approach.
• Strong customer-first mentality and problem-solving skills for complex challenges.
• Collaborative team player committed to enhancing customer satisfaction and business growth.
• Excellent communication skills with the ability to simplify complex topics.
• Equipped with a stable, professional home workspace with dual monitors provided by AlphaSense for handling complex workflows effectively.
• Curious and proactive learner with a mindset geared towards continuous improvement and quick adaptation.
• Detail-oriented with strong time management and prioritization skills under pressure.
• Interest in AI, cutting-edge technology, and software products.

Compensation and Benefits

The base salary range for this position in Canada is CAD 65,000 to 75,000, with considerations for performance bonuses, equity options, and a comprehensive benefits package. Final salary offers depend on qualifications and experience.

Equal Opportunity Policy

AlphaSense promotes an inclusive workplace and does not discriminate based on race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity or expression, military status, disability, or any other protected characteristic. Reasonable accommodations are provided to qualified employees with disabilities as required by law.

Recruitment Integrity

• AlphaSense does not charge candidates for applications, equipment, or training.
• All official communications will originate from an @alpha-sense.com email address.
• Verify any doubtful postings or communications through official company channels.

If you suspect fraudulent recruitment activity, please report it promptly.