Senior Analyst, Revenue Tools – Customer & Product Support

🕒 vor 1 Monat

🇺🇸 Vereinigte Staaten – Remote

💵 $88.000 - $120.000 / Jahr

⏰ Vollzeit

🟠 Senior

🧐 Analyst

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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AlphaSense

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

Gegründet 2011

🤖 Künstliche Intelligenz

💸 Finanzen

🏢 Unternehmen

💰 Debt Financing im 2022-06

Artificial Intelligence • Finance • Enterprise

AlphaSense ist eine Plattform für Marktanalysen und Suchfunktionen, die Unternehmen dabei unterstützt, entscheidende Einblicke in ein umfangreiches Universum öffentlicher und privater Inhalte zu gewinnen, darunter Unternehmensmeldungen, Broker-Research, Expertengespräche und Markttrends. Die KI-gesteuerte Technologie von AlphaSense ermöglicht es Nutzern, umfassende Due-Diligence-Prüfungen schnell und präzise durchzuführen, wodurch Unsicherheit und blinde Flecken in der Entscheidungsfindung reduziert werden. AlphaSense wird von großen Konzernen, Finanzinstituten und Vermögensverwaltungsgesellschaften weltweit vertraut und bietet generative KI-gestützte Lösungen, die interne, proprietäre Daten mit externen Premium-Inhalten integrieren und bedient Sektoren wie Finanzdienstleistungen, Gesundheitswesen und Technologie.

Beschreibung

• Lead with an AI-first mindset • Identify and implement opportunities for AI-driven solutions and workflow automation to streamline operations, build deflection mechanisms, and reduce manual effort for both our customers and team. • Design and optimize AI agent conversation flows, triage logic, and handoff behaviors that create seamless transitions between AI and human support. • Configure and maintain AI support agent guidance, rules, and detection attributes to improve response quality, tone, and inbound categorization. • Build and maintain the internal runbooks, SOPs, and help center content that power deflection and self-service. • Own and manage the support tech stack (e.g., Zendesk, integrations with Salesforce, Linear, Slack, and knowledge tools), ensuring reliability, usability, and alignment with team needs. • Serve as the team's first point of contact for tooling questions, troubleshooting, and routing to the right vendor or internal owner. • Partner with vendors on resolving technical issues, evaluating new capabilities, and ensuring we stay on the most effective, up-to-date versions of our tools. • Continuously evaluate the support tool stack against team needs and market options, recommending and executing changes where warranted. • Analyze and enhance support processes to improve efficiency, agent productivity, and customer satisfaction. • Build and maintain integrations between support systems and adjacent tools (e.g., Salesforce, Linear, Slack) that enable automated execution of routine transactional actions. • Design, implement, and troubleshoot automated workflows, including guardrails, validation logic, and exception handling to ensure safe and reliable execution. • Maintain and adjust SOPs as tooling and workflows evolve, ensuring what's written matches what's shipped. • Ensure our tech is in harmony with broader company and cross-departmental processes. • Operates as an embedded, unofficial member of the Support leadership team by advising, weighing in on decisions, and helping execute initiatives related to automation, tooling, and operational scale. • Partner with Support leadership and cross-functional teams to identify operational gaps, recommend solutions, and drive initiatives that improve scalability and consistency. • Contribute to AI and automation effectiveness monitoring by tracking resolution rates, automation rates, CSAT, and escalation patterns to identify improvement opportunities. • Keep up-to-date with technological and support trends to ensure we stay at the forefront of delivering a seamless customer support experience.

🎯 Anforderungen

• Experienced operations professional with a background in support operations, program management, or systems administration, and a genuine passion for operational excellence. • Customer-first mindset with a track record of working through complex problems using AI, tooling, and systems to find scalable solutions. • Natural systems thinker who connects the dots across tools, teams, and workflows to identify root causes and upstream fixes. • Technically comfortable with integrations, APIs, and workflow builders, able to execute changes without relying on engineering for every task. • Data-driven operator who uses metrics like automation rates, deflection, resolution rates, and CSAT to evaluate performance and drive iteration. • Strong cross-functional collaborator who can work effectively with both technical and non-technical stakeholders and drive alignment toward a solution. • Highly organized with strong prioritization instincts, able to manage multiple in-flight projects without losing detail or momentum. • Energized by change, continuously looking for ways to raise the bar on how the team operates and delivers.

🏖️ Vorteile

• performance-based bonus • equity • generous benefits program