Manager, Customer and Product Support

About AlphaSense: 

The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content.

The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 4,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us!

Location: United States (Remote)

Reports to: Director, Head of Customer & Product Support

 

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 a Manager, Customer & Product Support to help shape, lead and support the growing team at AlphaSense. In this position, you will be responsible for growing and building an existing team of support team members. Your role will involve managing the quality and efficiency of the team’s output through all client communication channels including live chat, email support and account/trial project assistance. This role will require oversight of the team’s technology tools, processes and workflows in addition to monitoring and coaching the team to consistently achieve all KPIs and SLAs. The success of this role depends on your ability to lead your team, ensure exceptional customer satisfaction and partner effectively with other stakeholders. 

 

Who You Are

• Customer service leader with a passion for operational excellence and leveraging technology to drive solutions at a high-growth B2B SaaS market leader
• Three to five years of previous management experience in a global business including involvement with hiring, onboarding and performance management of direct reports
• A people-first mindset with a “roll up your sleeves” attitude to lead by example
• Passionate about technology and systems with a track record of driving productivity through coaching and measuring KPIs/SLAs
• A strong communicator with the ability to influence desired outcomes 
• Obsessed with adding value to your team through coaching and feedback
• Ability to handle ambiguity, proactively identify challenges and present solutions 
• Strong integrity in all interactions and decision making
• Exceptional attention to detail and organizational skills 
• Comfortable with handling operational data including interpreting, analyzing and deriving actionable insights
• Experience with any/all of the following: Zendesk, Salesforce, JIRA 

 

What You’ll Do

• Lead a team of multi-tiered support team members ensuring AS products are functioning in real time for our customers via troubleshooting, escalating bugs, responding to tickets while driving client service excellence and satisfaction as well as ensuring adoption/full utility of AlphaSense products through deep technical and functional knowledge
• Cultivate a positive and trusting environment through exhibiting our values and ongoing coaching, feedback and development of team members
• Verify all customer feedback is adequately captured and escalated as needed to the appropriate teams, identifying any themes or key areas of focus to address
• Maintain an in-depth knowledge of new products, features and releases to serve as an expert, point of contact for incident management and best inform your own decision-making
• Collaborate and build strong relationships with Customer Success, Product and other internal stakeholders to resolve queries and contribute to key initia