Remote Customer & Product Support Associate

AlphaSense, Inc.; Northern (KY); Hybrid; USD 65,000 - 81,000; Full time

Benefits offered by this job

Performance-based bonus

Equity

Generous benefits

Job summary

AlphaSense, Inc. is hiring an Associate, Customer & Product Support to join the global C&PS team. This role blends technical knowledge with strong customer service to maximize product value for diverse clients across industries.

You’ll be the first line of support, guide users through features, resolve issues, and partner with Product and Engineering to relay feedback for future improvements. This remote role offers growth opportunities and a base compensation range of $65,000–$81,000 USD, plus

Qualifications

• 3+ years in client/product support roles.
• Customer-first mindset with ability to handle complex problems.
• Strong communication and collaboration skills.
• Comfortable working remotely with a dedicated home office.
• Willingness to learn AlphaSense product and stay up to date.

Responsibilities

• Deliver a world-class customer experience.
• Serve as first line of defense and escalation for the support team.
• Guide customers through features to maximize their experience.
• Identify FAQs to improve documentation and in-app guidance.
• Partner with Customer Education on live training and sessions.
• Investigate, diagnose, troubleshoot and resolve queries via emails and chats.
• Escalate to appropriate teams and maintain ongoing customer contact.
• Partner with Product and Engineering to relay feedback and opportunities.
• Own level 1 internal support channels and assist with incident responses.
• Become an product expert and contribute to knowledge base updates.

Skills

Customer support

Communication

Problem solving

Technical aptitude

Job description

AlphaSense, Inc. is hiring an Associate, Customer & Product Support to join the global C&PS team. This role blends technical knowledge with strong customer service to maximize product value for diverse clients across industries.

You’ll be the first line of support, guide users through features, resolve issues, and partner with Product and Engineering to relay feedback for future improvements. This remote role offers growth opportunities and a base compensation range of $65,000–$81,000 USD, plus