[Hiring] Senior Associate, Revenue Tools - Customer & Product Support @AlphaSense

Role Description

We are looking to hire a Senior Analyst, Revenue Tools (C&PS) to serve as the dedicated operations, process and tooling partner to our Customer & Product Support (C&PS) function. This role is responsible for:

• Helping scale support without sacrificing quality.
• Capturing every automation and deflection opportunity.
• Keeping our support tech stack best-in-class and tightly integrated with the broader company systems landscape.
• Advising on Support-related strategic decisions related to automation, tooling, and process.
• Owning the executions of those decisions end-to-end.
• Acting as the subject matter expert on process and tools.
• Being the team's first call for tooling questions, optimization, vendor escalations, and workflow optimization.
• Connecting Support and the wider systems teams that underpin the operational processes and technology.

Qualifications

• Experienced operations professional with a background in support operations, program management, or systems administration.
• Customer-first mindset with a track record of working through complex problems using AI, tooling, and systems.
• Natural systems thinker who connects the dots across tools, teams, and workflows.
• Technically comfortable with integrations, APIs, and workflow builders.
• Data-driven operator who uses metrics like automation rates, deflection, resolution rates, and CSAT.
• Strong cross-functional collaborator who can work effectively with both technical and non-technical stakeholders.
• Highly organized with strong prioritization instincts.
• Energized by change, continuously looking for ways to raise the bar on operations.

Requirements

• Lead with an AI-first mindset.
• Identify and implement opportunities for AI-driven solutions and workflow automation.
• Design and optimize AI agent conversation flows, triage logic, and handoff behaviors.
• Configure and maintain AI support agent guidance, rules, and detection attributes.
• Build and maintain internal runbooks, SOPs, and help center content.
• Own and manage the support tech stack (e.g., Zendesk, Salesforce, Linear, Slack).
• Partner with vendors on resolving technical issues and evaluating new capabilities.
• Continuously evaluate the support tool stack against team needs.
• Analyze and enhance support processes to improve efficiency and customer satisfaction.
• Build and maintain integrations between support systems and adjacent tools.
• Design, implement, and troubleshoot automated workflows.
• Maintain and adjust SOPs as tooling and workflows evolve.
• Operate as an embedded, unofficial member of the Support leadership team.
• Partner with Support leadership and cross-functional teams to identify operational gaps.
• Contribute to AI and automation effectiveness monitoring.
• Keep up-to-date with technological and support trends.

Benefits

• Base Compensation Range: $88,000 — $120,000 USD.
• Performance-based bonus.
• Equity options.
• A generous benefits program.