Senior Associate, Customer & Product Support

AlphaSense Oy; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

AlphaSense Oy is seeking an Associate, Customer & Product Support to join the growing C&PS team. This role blends product knowledge with a customer-focused approach to maximize platform value across segments.

You will be the first line of support, guide users, and collaborate with product, engineering and education teams to improve documentation and features. You will respond to inquiries via email and live chat, triage issues, and help drive onboarding and training sessions for new users, while

Qualifications

• 3+ years in client/product support or similar role.
• Customer-first mindset with strong communication skills.
• Ability to explain complex issues in simple terms.
• Experience with training and onboarding sessions is a plus.

Responsibilities

• Deliver world-class customer experience and first-line support.
• Guide users through features to maximize platform value.
• Triage, diagnose and resolve customer inquiries and issues.
• Collaborate with product/engineering on feedback and docs.
• Support live training sessions and manage chat interactions.
• Contribute to knowledge base content and tutorials.
• Own incident responses with cross-functional partners when needed.
• Continuously learn AlphaSense product updates and features.

Skills

Customer support

Communication

Problem solving

Training

Education

Bachelor's degree

Tools

CRM software

Job description

AlphaSense Oy is seeking an Associate, Customer & Product Support to join the growing C&PS team. This role blends product knowledge with a customer-focused approach to maximize platform value across segments.

You will be the first line of support, guide users, and collaborate with product, engineering and education teams to improve documentation and features. You will respond to inquiries via email and live chat, triage issues, and help drive onboarding and training sessions for new users, while