Senior Analyst, Revenue Tools - Customer & Product Support

About the Team:

The Revenue Technology team at AlphaSense builds and operates the systems, integrations, and tooling that power our go-to-market and customer-facing functions. We partner across Sales, Customer Success, and Support to drive process efficiency and enable the revenue organization to scale. This role operates as an embedded partner to Customer & Product Support (C&PS) and acts as an advisor and extension to our Customer & Product Support Leadership team.

The Customer & Product Support (C&PS) team sits at the intersection of sales, customer success and technical support. Through close teamwork and collaboration, they drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSense's market-leading platform and products. The team is heavily relied upon to contribute excellent customer service, which ultimately maximizes prospect and customer health.

About the Role:

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. Sitting within the broader tooling team and operating as an unofficial member of the C&PS leadership team, this role is responsible for helping us scale support without sacrificing quality, capturing every automation and deflection opportunity, and keeping our support tech stack best-in-class and tightly integrated with the broader company systems landscape.

This person advises and weighs in on Support-related strategic decisions related to automation, tooling, and process, and owns the executions of those decisions end-to-end. By acting as the subject matter expert on process and tools, are the team's first call for tooling questions, optimization, vendor escalations and workflow optimization. They act as the connective tissue between Support and the wider systems teams that underpin the operational processes and technology that power our customer support. This person will be able to make a sizable impact and work cross-functionally across AlphaSense.

Who You Are:

• 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.

What You’ll Do:

• 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.
• Tool Administration & Vendor Management
  • 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.
• Workflow Optimization & Automation
  • 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.
• Leadership Partnership & Continuous Improvement
  • 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.