Associate, Customer & Product Support
The Associate, Customer & Product Support role at AlphaSense involves delivering exceptional customer service by acting as the first line of defense for customer inquiries and technical issues. This position requires a deep understanding of the company's AI-driven market intelligence platform to effectively guide users and enhance their experience. The role is integral to the Customer & Product Support team, which collaborates closely with sales, customer success, and technical support to drive positive customer outcomes.
Key responsibilities include investigating and resolving customer queries through emails and live chats, leading support calls, and escalating issues to appropriate teams when necessary. The associate will also guide customers through platform features, contribute to the development of help center articles, and participate in live training sessions. Additionally, the role involves collaborating with product management and engineering teams to relay customer feedback and identify opportunities for product enhancements.
Candidates should possess a customer-first mindset, with at least three years of experience in a client or product support role. Strong communication skills are essential, along with the ability to distill complex issues into simple terms. A stable and professional home working environment is required, including the capacity for a dual-screen configuration to manage complex workflows effectively. An interest in AI, technology, and software applications is also desirable.
AlphaSense offers a competitive base compensation range of $60,000 to $75,000 CAD, with potential for performance-based bonuses and equity. The company provides a generous benefits program, including health insurance, retirement plans, and professional development opportunities. Employees also enjoy flexible working arrangements and a supportive, collaborative work environment.
Joining AlphaSense means becoming part of a dynamic team dedicated to empowering professionals with AI-driven market intelligence. The company fosters a culture of continuous learning and growth, offering cross-functional exposure and opportunities to develop a diverse skill set. This role serves as an excellent launching point for personal and professional advancement within the organization.