Senior Analyst, Revenue Tools – Customer & Product Support

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

💵 $88 000 - $120 000 / an

⏰ Temps Plein

🟠 Senior

🧐 Analyste

🦅 Parrain de Visa H1B

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AlphaSense

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2011

🤖 Intelligence artificielle

💸 Finance

🏢 Entreprise

💰 Debt Financing en 2022-06

Artificial Intelligence • Finance • Enterprise

AlphaSense est une plateforme de veille stratégique et de recherche qui permet aux entreprises de découvrir des informations cruciales à travers un vaste univers de contenu public et privé, incluant les dépôts d'entreprises, les recherches de courtiers, les appels d'experts et les tendances du marché. Sa technologie basée sur l'intelligence artificielle offre aux utilisateurs la possibilité de réaliser une due diligence complète avec rapidité et précision, réduisant l'incertitude et les lacunes dans la prise de décision. Reconnue par des grandes entreprises, des institutions financières et des sociétés de gestion d'actifs dans le monde entier, AlphaSense dessert des secteurs tels que les services financiers, la santé et la technologie en fournissant des solutions alimentées par l'IA générative qui intègrent des données propriétaires internes avec du contenu premium externe.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• performance-based bonus • equity • generous benefits program