Associate, Customer & Product Support

AlphaSense; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

AlphaSense is seeking an Associate, Customer & Product Support to join the global C&PS team. You will blend technical knowledge with user empathy, acting as the first line of support to delight customers and drive product adoption.

You will collaborate with Product and Engineering to share feedback, improve self- help resources, and ensure timely, accurate resolutions across multiple regions. This role offers growth and cross-functional exposure within a fast-growing AI platform.

Qualifications

• 1–2 years in a client/product support role.
• Customer-first mindset with the ability to resolve complex queries.
• Strong verbal and written communication, with the ability to simplify technical details.
• Curious, proactive, and eager to learn in a fast-paced environment.
• Attention to detail and the ability to prioritize under pressure.

Responsibilities

• Deliver a world-class customer experience.
• Act as first line of defense to ensure timely responses and effective issue resolution.
• Guide customers through features to maximize value and resolve challenges.
• Investigate, diagnose, troubleshoot and resolve queries from emails and live chats.
• Elevate tickets to appropriate teams while maintaining ownership with regular updates.
• Partner with Product and Engineering to relay feedback and inform product improvements.
• Keep knowledge current by learning features and contributing to knowledge base content.

Skills

Customer support

Client-facing

Communication skills

Problem solving

Time management

Job description

AlphaSense is the AI platform redefining market intelligence and workflow orchestration, trusted by thousands of leading organizations to drive faster, more confident decisions in business and finance. The platform combines domain-specific AI with a vast content universe of over 500 million premium business documents — including equity research, earnings calls, expert interviews, filings, news, and internal proprietary content. Purpose-built for speed, accuracy, and enterprise-grade security, AlphaSense helps teams extract critical insights, uncover market-moving trends, and automate complex workflows with high-quality outputs. With AI solutions like Generative Search, Generative Grid, and Deep Research, AlphaSense delivers the clarity and depth professionals need to navigate complexity and obtain accurate, real-time information quickly. For more information, visit www.alpha-sense.com . Come join us.

About the Team:

Customer & Product Support (C&PS) sits at the intersection of sales, customer success and technical support. Through close teamwork and collaboration, we drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSense’s market-leading platform and products. We are committed to enhancing every user’s experience through consistent delivery of prompt and knowledgeable responses. The Customer & Product Support team is based globally across the US, UK, India and Singapore.

About the Role:

We are looking to hire an Associate, Customer & Product Supportto join the growing C&PS team at AlphaSense. This role marries the technical knowledge of our solution with a deep understanding of our users, across all of the segments and business units that we work with, to realize maximum value from the platform. The team is heavily relied upon to contribute excellent customer service, which ultimately maximizes prospect and customer health. In order to learn our business and customer inside and out, this team acts as our first line of support. This role spearheads usage and engagement and partners with our product management and engineering teams in determining future product developments that will resonate with the market.

Customer and Product Support is an excellent launching off point to accelerate your personal growth and career at AlphaSense. The role offers cross-functional exposure across our business, consequently providing you with great exposure to the different areas you may want to develop your career in, as you grow with us.

Who You Are:

• An intelligent, articulate, consultative and confident client-facing professional with 1-2 years of experience working in a client/product support role.
• You possess a customer-first mindset and enjoy working through complex problems to find solutions.
• You enjoy being part of an entrepreneurial team and work diligently to help others when needed.
• You are a strong communicator and have an innate ability to distill and explain complex issues in simple terms.
• You are curious, proactive and possess a continuous improvement mindset with the ability to learn quickly and adapt. Because of our diverse base of clients, much of the technical knowledge required to succeed will be learned on the job.
• You have strong attention to detail, effective time management skills and the ability to rigorously prioritize under pressure.
• You have an interest in AI, technology and software applications.

What You’ll Do:

• Deliver a world-class customer experience.
• Act as the first line of defense and advocate for all of customers globally to ensure we deliver a consistently positive customer experience through timely responses and effective resolution of queries and issues.
• Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions.
• Investigate, diagnose, troubleshoot and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed.
• You will elevate tickets to appropriate teams when needed and will retain a position as the customer’s point person through regular updates and confirming resolution.
• Act as a key partner to Product and Engineering.
• You will have a deep understanding of both our product and customers to uniquely collaborate through fielding feedback and feature requests to identify product opportunities and appropriately convey that information to the correct product groups or within specific ongoing initiatives.
• You will be responsible for packaging information in an easily accessible and actionable way for technical teams to process and resolve accordingly.
• Be an expert on our product and continuously build your knowledge.
• Be an expert on the AlphaSense product by proactively learning, staying up-to-date on new features and filling any gaps in your knowledge
• Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on their expertise.

AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.

In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.