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Director, Product Support



Product, Customer Service
United States · Remote
Posted on Wednesday, November 1, 2023

About AlphaSense:

AlphaSense is a market intelligence and search platform used by the world's leading companies and financial institutions. Since 2011, our AI-based technology has helped professionals make smarter business decisions by delivering insights from an extensive universe of public and private content—including equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content.

Headquartered in New York City, AlphaSense employs over 1,000 people across offices in the U.S., U.K., Finland, Germany, India, and Singapore. For more information, please visit www.alpha-sense.com.

About the Role:

We are looking to add a Director of Product Support to the growing team at AlphaSense. This team sits at the intersection of sales, customer success, and technical support and will manage General AS support, technical post sale support and our India support organization.

In this position, you will take ownership of our primary client communication channels, including live chat, email support, and account/trial project assistance. Your role will involve strengthening our current tool suite, maintaining frequent quality assurance checks of conversations between our technical support experts and our clients, working across many different stakeholder teams within AlphaSense, and delivering KPIs that help increase both speed and accuracy of service to our clients. The success of this role hinges on your ability to maintain best in class quality, timeliness and client satisfaction, ultimately scaling with repeatable, measurable outcomes.

Who You Are:

  • Customer service professional with a passion for operational efficiency, optimizing systems and processes, and leveraging technology to drive innovation at a high-growth B2B SAAS market leader
  • At least 10+ years of experience working with a high performing customer service
  • A seasoned leader who has experience managing a global team resources in the US UK Singapore and India
  • Passionate about learning and always seeking the next challenge
  • A systems thinker—you have a proven track record of turning processes that lack structure into effective, scalable systems and enhancing operational efficiency
  • Measure our success by the success of your people and our customers. As an effective leader, you will instill these values in your team to ensure our customers are receiving an excellent customer experience.
  • Obsessed with adding value to your team through coaching and feedback
  • Ambitious, with impeccable integrity and curiosity
  • Demonstrates excellent organizational skills and attention to detail
  • Experience with any/all of the following: intercom, salesforce, JIRA,
  • Skill set encompassing ITIL, ITSM, proficiency in L1, L2, and L3 support, and expertise in governance to ensure the highest level of service quality and efficiency is a big plus

What You’ll Do:

  • Run the team responsible for ensuring product is functioning in real time for our customers via troubleshooting, escalating bugs, responding to tickets while driving client service and satisfaction
  • Own the strategic and operational leadership of the global product support team
  • Develop and implement strategies to maintain and improve the quality and effectiveness of customer support
    • Continuously assess and improve support processes and operations.
  • Closely collaborate with cross functional Sales & Customer Success Leadership to ensure seamless white glove customer support and experience
  • Customer Service Excellence:
    • Ensure the delivery of exceptional customer support services.
    • Develop and maintain customer service standards and best practices.
  • KPI Monitoring:
    • Establish key performance indicators (KPIs) and regularly monitor and report on team and individual performance.
    • Use data-driven insights to make informed decisions and improvements.
  • You will be responsible for developing comprehensive playbooks, owning a recruiting global recruiting funnel while implementing internal training programs tailored for Product Specialist team, and ensuring effective incident management as well as continuous skill enhancement
  • You will collaborate with our Research and Development team to define and establish organization-level support processes, fostering synergy between technology development and customer support

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.

Base Compensation Range*: $140,000-$168,000
Additional Components: You may also be offered a performance-based bonus, equity, and a generous benefits program.
*For base compensation, we set standard ranges for all US-based roles based on function, level and geographic location, benchmarked against similar stage growth companies and internal comparables. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including geographic location as well as candidate experience/expertise and may vary from the amounts listed above.