Associate, Customer & Product Support

Overview

In this role you will deliver world‑class support for AlphaSense’s market intelligence platform, serving as the first point of contact and liaison with Product and Engineering. You help customers maximize value by guiding them through features and resolving challenges, while contributing to helpful documentation and training. You’ll collaborate across teams to capture feedback and identify opportunities to improve the product. This position offers growth through cross‑functional exposure and a focus on customer outcomes.

Responsibilities

• Deliver a world-class customer experience
• Act as first line of defense for complex inquiries and technical issues
• Guide customers through features to resolve challenges
• Identify frequently asked questions to inform documentation and in‑app guidance
• Partner with Customer Education on live training and chat sessions
• Investigate, diagnose, and troubleshoot customer queries via email and live chat
• Escalate to appropriate teams and maintain a single point of contact for customers
• Collaborate with Product and Engineering to relay feedback and feature requests
• Own level 1 support for internal channels and lead wider incident responses with SRE
• Continuously build product knowledge and stay up‑to‑date on new features
• Contribute to onboarding materials and training, and participate in beta feature testing
• Develop and update knowledge base articles and tutorials
• Lead on new features for beta by testing and providing feedback

Key requirements

• 3+ years in a client/product support role
• Customer‑first mindset with problem‑solving orientation
• Strong communication and ability to explain complex issues simply
• Collaborative with a proactive, continuous improvement mindset
• Stable home working environment and setup for high‑level support
• Interest in AI, technology and software applications
• Ability to prioritize under pressure and manage time effectively
• Willingness to learn on the job across diverse client base

• customer‑first mindset
• strong communication
• collaborative
• knowledge of product and customer workflows
• troubleshooting and debugging steps
• ability to triage and communicate technical information to teams

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