Manager, Customer and Product Support

Job Description

AlphaSense is seeking a Manager for Customer and Product Support to lead and support their growing team. The Manager will be responsible for building and growing an existing team of support team members, managing the quality and efficiency of the team’s output through all client communication channels, and overseeing the team’s technology tools, processes, and workflows. The ideal candidate will be a customer service leader with a passion for operational excellence and leveraging technology to drive solutions. They should have previous management experience in a global business, a people-first mindset, and a strong ability to communicate and influence desired outcomes.

Role Involves:
• Leading a team of multi-tiered support team members.
• Cultivating a positive and trusting environment.
• Verifying all customer feedback is adequately captured and escalated.
• Maintaining an in-depth knowledge of new products, features, and releases.
• Collaborating and building strong relationships with stakeholders.
• Developing goals in-line with departmental OKRs.
• Driving adherence to the team’s best practices, workflows, and processes.
• Hiring and training new team members.
• Preparing regular updates on the team’s performance and areas of improvement.

Requirements:
• Customer service leader with a passion for operational excellence.
• Three to five years of previous management experience in a global business.
• A people-first mindset with a “roll up your sleeves” attitude.
• Passionate about technology and systems.
• 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.
• Experience with Zendesk, Salesforce, JIRA.

Role Offers:
• Opportunity to lead and shape a growing team at a market-leading company.
• Chance to drive positive customer outcomes and ensure seamless access to AlphaSense’s platform.
• Collaborative and supportive work environment.