# Associate, Customer & Product Support Remote from[Canada](https://jobicy.com/job-region/canada.md)Salary, yearly, CAD 65,000 - 75,000Department [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted22 Jul 2026Apply before22 Aug 2026Experience level Senior Views / Applies 45 / 3 [About company](https://jobicy.com/company/alphasense.md) * Share About [AlphaSense](https://jobicy.com/company/alphasense.md) AlphaSense is the leading market intelligence platform, helping business professionals make data-driven decisions with confidence. [Computer Software](https://jobicy.com/company-category/software.md) * 2011 Actively Hiring Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary This Associate role on AlphaSense's Customer & Product Support team involves providing first-line support to clients, ensuring optimal platform utilization. You will collaborate with sales, customer success, and engineering teams to resolve issues and drive product improvements. The position requires 3+ years of client support experience, strong communication skills, and a customer-first mindset. It offers cross-functional exposure and growth opportunities within a global company. Remote work within Canada is supported, with equipment provided. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight The role requires 3+ years of experience and strong problem-solving skills, but it is an associate level with support from senior team members, making it moderately challenging. ### Salary Analysis Median Highly Competitive CAD70,000CA Market CAD50k – 80k 0 CAD88k AI Insight The offered salary range of $65,000 to $75,000 CAD is competitive for an associate customer support role in Canada, aligning well with market rates for mid-level positions in this field. ### Core Skills Required [Customer Support](https://jobicy.com/jobs?search_keywords=Customer+Support.md) [Product Support](https://jobicy.com/jobs?search_keywords=Product+Support.md) [Client Services](https://jobicy.com/jobs?search_keywords=Client+Services.md) [Technical Support](https://jobicy.com/jobs?search_keywords=Technical+Support.md) [Problem Solving](https://jobicy.com/jobs?search_keywords=Problem+Solving.md) [Communication](https://jobicy.com/jobs?search_keywords=Communication.md) [Collaboration](https://jobicy.com/jobs?search_keywords=Collaboration.md) [CRM](https://jobicy.com/jobs?search_keywords=CRM.md) [SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md) [Market Intelligence](https://jobicy.com/jobs?search_keywords=Market+Intelligence.md) ### Cover Letter Sample Dear Hiring Manager, I am excited to apply for the Associate, Customer & Product Support position at AlphaSense. With over three years of experience in client-facing support roles within the SaaS industry, I have developed a strong ability to troubleshoot technical issues and communicate complex solutions clearly. Your company's focus on AI-driven market intelligence and commitment to customer success deeply resonate with my own professional values. In my current role, I have successfully resolved an average of 40+ support tickets per week while maintaining a 95% customer satisfaction rating. I pride myself on being a proactive problem-solver and a collaborative team player, always ready to assist colleagues and customers alike. I am eager to bring my skills to AlphaSense and contribute to enhancing the user experience. Thank you for considering my application. I look forward to the opportunity to discuss how I can support your team. Sincerely, [Your Name] Copy ### Sample Interview Questions Describe a time when you had to explain a complex technical issue to a non-technical customer. How did you ensure they understood?I once helped a client understand why their data feed was delayed. I broke down the technical steps into simple analogies, using a traffic flow analogy for data processing. I also created a visual timeline and followed up with a written summary. The client appreciated the clarity and reported no further confusion.How do you prioritize multiple support requests from different customers simultaneously?I use a triage system based on urgency and impact. High-impact issues affecting multiple users get immediate attention. For less critical requests, I set clear expectations with the customer about response times. I also use tools like ticketing systems to track and reassign tasks when needed.Can you give an example of how you collaborated with a product or engineering team to resolve a recurring customer issue?In my previous role, customers frequently reported a login error. I collected logs, identified a pattern, and escalated to engineering with detailed reproduction steps. We worked together to deploy a fix, and I then communicated the solution to affected customers. This reduced related tickets by 60%.What steps do you take to stay updated on product changes and new features?I regularly read release notes, participate in internal training sessions, and test new features in a sandbox environment. I also subscribe to product update channels and maintain a personal knowledge base to quickly reference changes when handling inquiries.How would you handle a situation where a customer is frustrated because a feature they rely on is not working?First, I would empathize and apologize for the inconvenience. Then, I would investigate whether it's a known issue or a user error. If it's a bug, I'd provide a workaround if possible, escalate to engineering, and follow up with the customer on the timeline for a fix. I prioritize clear communication and transparency to rebuild trust. ## About AlphaSense: The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us! Location: Canada (Remote) Reports to: Team Lead, Customer & Product Support About the Team Customer & Product Support (C&PS) sits at the intersection of sales, customer success and technical support. Through close teamwork and collaboration, we drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSense’s market-leading platform and products. We are committed to enhancing every user’s experience through consistent delivery of prompt and knowledgeable responses. The Customer & Product Support team is based globally across the US, UK, India and Singapore. About the Role We are looking to hire an Associate, Customer & Product Support to join the growing C&PS team at AlphaSense. This role marries the technical knowledge of our solution with a deep understanding of our users, across all of the segments and business units that we work with, to realize maximum value from the platform. The team is heavily relied upon to contribute excellent customer service, which ultimately maximizes prospect and customer health. In order to learn our business and customer inside and out, this team acts as our first line of support. This role spearheads usage and engagement and partners with our product management and engineering teams in determining future product developments that will resonate with the market. Customer and Product Support is an excellent launching off point to accelerate your personal growth and career at AlphaSense. The role offers cross-functional exposure across our business, consequently providing you with great exposure to the different areas you may want to develop your career in, as you grow with us. Who You Are * An intelligent, articulate, consultative and confident client-facing professional with 3 or more years of experience working in a client/product support role. * You possess a customer-first mindset and enjoy working through complex problems to find solutions. * You thrive in a collaborative environment and take pride in providing assistance to others, always ready to offer support whenever it’s needed. * You are dedicated to helping improve the customer experience and contribute to the overall success and growth of the enterprise. * You are a strong communicator and have an innate ability to distill and explain complex issues in simple terms. * You maintain a stable and professional home working environment equipped for high-level support, including the capacity for a dual-screen configuration (equipment provided by AlphaSense) to effectively manage complex workflows. * You are curious, proactive and possess a continuous improvement mindset with the ability to learn quickly and adapt. Because of our diverse base of clients, much of the technical knowledge required to succeed will be learned on the job. * You have strong attention to detail, effective time management skills and the ability to rigorously prioritize under pressure. * You have an interest in AI, technology and software applications. What You’ll Do * Deliver a world-class customer experience. * Act as the first line of defense and a point of escalation for the wider Support team in order to address more complex customer inquiries and resolve technical issues. * Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions. * Identify commonly asked questions to help drive better documentation, help center articles or in-app tours. * Partner with Customer Education on live training, answering queries and owning the chat function within each session. * Provide impeccable customer support. * Investigate, diagnose, troubleshoot and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed. * You will escalate tickets to appropriate teams when needed and will retain a position as the customer’s point person through regular updates and confirming resolution. * Act as a key partner to Product and Engineering. * You will have a deep understanding of both our product and customers to uniquely collaborate through fielding feedback and feature requests to identify product opportunities and appropriately convey that information to the correct product groups or within specific ongoing initiatives. * Use knowledge of platform to qualify, triage, repackage debugging steps and communicate effectively to technical teams to ensure that customer inquiries are accurately represented and on a swift path to resolution. * Own level 1 support of internal support channels, resolving as many issues and prioritizing fixes where appropriate. * Lead on wider incident responses in partnership with SRE, ensuring the customer impact is known and acting as a liaison between Engineering and the Support team to ensure customers are receiving the most up-to-date information. * Be an expert on our product and continuously build your knowledge. * Be an expert on the AlphaSense product by proactively learning, staying up-to-date on new features and filling any gaps in your knowledge * Contribute to and lead new hire training sessions, including giving your input on onboarding materials to ensure accuracy and comprehensiveness in-line evolution of the AlphaSense product and team processes. * Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on their expertise. * Lead on new features for beta by testing, giving feedback and acting as an expert for the Support team. For base compensation, we set standard ranges for all roles based on function and level benchmarked against similar stage growth companies and internal comparables. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including candidate experience/expertise and may vary from the amounts listed below. You may also be offered a performance-based bonus, equity, and a generous benefits program. Base Compensation Range$65,000—$75,000 CAD AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination. In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works. Recruiting Scams and Fraud We at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note: * AlphaSense never asks candidates to pay for job applications, equipment, or training. * All official communications will come from an @[alpha-sense.com](http://alpha-sense.com/) email address. * If you’re unsure about a job posting or recruiter, verify it on our [Careers page](https://www.alpha-sense.com/careers/). If you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense please contact us. Your security and trust matter to us. Show more [Apply now >](https://jobicy.com/jobs/149622-associate-customer-product-support.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## How to apply ## See a few more Similar Customer Success remote jobs * ![Fortive logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/06/08ee6cc3-221.webp) Fortive ### [Customer Service Manager](https://jobicy.com/jobs/149625-customer-service-manager.md) Reports to: Sr. Customer Service ManagerAbout the RoleWe are seeking an experienced and results-driven Customer Service Manager to lead our Customer Service and Order Management team. In this role, you will… ![Japan flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/jp.svg) JP•Full TimeNEW* ![Fortive logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/06/08ee6cc3-221.webp) Fortive ### [Customer Service Specialist](https://jobicy.com/jobs/149624-customer-service-specialist-2.md) Job Responsibilities:Fulfill and support sales ordersTrack and follow up closely with Sales and customers on back-orders’ statusProvide customer support. Attend to all customers’ inquiries and provide assistance as and when… ![Singapore flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/sg.svg) SG•Full TimeNEW* ![AssetWatch logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/118c6be8-221.png) AssetWatch ### [Customer Success Manager](https://jobicy.com/jobs/149623-customer-success-manager-3.md) AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) US•Full TimeUSD 95k-112k/year* ![Cision logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/e9661342-221.jpeg) Cision ### [Customer Success Manager – MENA (Arabic Speaking)](https://jobicy.com/jobs/149621-customer-success-manager-mena-arabic-speaking.md) At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As… ![UK flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/gb.svg) GB•Full TimeNEW* ![1Password logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2020/09/WRILS-200909195848-296323.png) 1Password ### [Manager, Quality Assurance, Customer Support](https://jobicy.com/jobs/149620-manager-quality-assurance-customer-support.md) 1Password is growing. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) ![Canada flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/ca.svg) US, CA•Full TimeUSD 147k-213k/year* ![Samsara logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/dd26f5ca-221.jpg) Samsara ### [Sr. Manager, Customer Success](https://jobicy.com/jobs/149619-sr-manager-customer-success.md) Who we are Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) US•Full TimeUSD 142,800-229,500/year* ![Dutchie logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/02/305a6ae1871314b06b00082374e7ba74.jpeg) Dutchie ### [Senior Manager, Enterprise Customer Success](https://jobicy.com/jobs/149618-senior-manager-enterprise-customer-success.md) About Dutchie Founded in 2017, Dutchie is a comprehensive technology platform powering dispensary operations, while providing consumers with safe and easy access to cannabis. Dutchie aims to further support the… 🌐 Anywhere•Full TimeUSD 111k-150k/year* ![Mercury logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2023/11/dfb1112a-221.jpeg) Mercury ### [Senior Customer Support Quality Analyst](https://jobicy.com/jobs/149617-senior-customer-support-quality-analyst.md) Mercury is evolving how we think about Quality — moving from a primarily scorecard-based model toward an insights-driven, coaching-focused approach that helps teams learn, improve, and scale responsibly.We’re looking for… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) ![Canada flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/ca.svg) US, CA +1 more, IE•Full TimeNEW* ![10x Genomics logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/ed1c55d3-221.jpg) 10x Genomics ### [Customer Service Specialist](https://jobicy.com/jobs/149616-customer-service-specialist.md) The Customer Service Specialist manages the full commercial order lifecycle for 10x Genomics customers and distributors worldwide. This role encompasses case management, order processing, RMA coordination, new customer onboarding, and… ![Mexico flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/mx.svg) MX•Full TimeMXN 186,600-252,400/year* ![ZOLL Medical Corporation logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/73b55bd48c98-221.webp) ZOLL Medical Corporation ### [Customer Care – Product Technical Support Specialist – Pittsburgh Hybrid / Remote Other Locations](https://jobicy.com/jobs/149614-customer-care-product-technical-support-specialist-pittsburgh-hybrid-remote-other-locations.md) CMSAt ZOLL, we’re passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people’s lives. Our medical devices, software and related… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) US•Full TimeUSD 38k-46k/year [More Jobs](https://jobicy.com/jobs.md)