Associate, Customer & Product Support — AI-Driven Insights

AlphaSense, Inc.; New York (NY); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Generous benefits program

Home-office equipment provided

Remote-friendly work setup

Job summary

AlphaSense, Inc. is seeking an Associate, Customer & Product Support to join our Global CPS team. You will blend technical platform knowledge with a deep understanding of user needs to deliver prompt, effective support and drive customer health.

You’ll be the first point of contact, resolve complex questions, and partner with Product/Engineering to shape future features. This role offers cross-functional exposure and growth within a fast-growing tech company.

Qualifications

• 3+ years of experience in a client/product support role.
• Customer-first mindset and ability to resolve complex problems.
• Strong communication skills and ability to explain complex issues simply.
• Enjoys collaboration and helping others, with a proactive attitude.
• Able to work in a professional home environment with focused, high-level support.

Responsibilities

• Deliver a world-class customer experience.
• Act as first line of defense and escalate complex inquiries.
• Guide customers through features to maximize usage.
• Identify frequently asked questions to improve documentation and in-app help.
• Partner with Customer Education on live training and chat sessions.
• Investigate, diagnose, and troubleshoot queries via email and live chats.
• Escalate tickets to appropriate teams and maintain regular updates for customers.
• Partner with Product and Engineering to relay feedback and feature requests.
• Own level 1 support for internal channels and prioritize fixes.
• Lead wider incident responses with SRE to keep customers informed.
• Continuously learn the AlphaSense product and stay updated on new features.
• Contribute to onboarding and training materials for new hires.

Skills

Customer-facing

Problem-solving

Clear communication

Team collaboration

Job description

AlphaSense, Inc. is seeking an Associate, Customer & Product Support to join our Global CPS team. You will blend technical platform knowledge with a deep understanding of user needs to deliver prompt, effective support and drive customer health.

You’ll be the first point of contact, resolve complex questions, and partner with Product/Engineering to shape future features. This role offers cross-functional exposure and growth within a fast-growing tech company.