Associate, Customer & Product Support

About the role

AlphaSense is seeking an Associate for its Customer & Product Support team. Working remotely from Canada, you will be the first line of assistance for users of AlphaSense’s AI‑driven market intelligence platform, helping them unlock the full value of the product.

Key responsibilities

• Provide prompt, knowledgeable responses to customer inquiries across all segments.
• Drive product usage and engagement by guiding users through features and best practices.
• Collaborate with product management and engineering to relay feedback and influence future roadmap.
• Maintain accurate records of support interactions and contribute to knowledge‑base articles.
• Assist in identifying and escalating technical issues to the appropriate teams.

Required profile

• 3+ years of experience in a client‑facing support or product assistance role.
• Strong customer‑first mindset with excellent communication skills.
• Ability to understand technical aspects of a SaaS platform and translate them for non‑technical users.
• Proactive, consultative approach to problem solving.

Required skills

• Experience with SaaS product support.
• Familiarity with ticketing systems and CRM tools.
• Ability to work collaboratively across global teams.

What we offer

• Remote work flexibility.
• Exposure to cutting‑edge AI‑driven market intelligence technology.
• Opportunities for cross‑functional growth within a fast‑scaling company.