Senior Associate, Revenue Tools - Customer & Product Support
A
AlphaSenseMarket Intelligence
Remote - United StatesFull-TimeSenior
Salary88,000 - 120,000 USD per year
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Job Details
- Required Skills
- Artificial IntelligenceSalesforceRESTful APIsSlackZendesk
Requirements
- 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.
Responsibilities
- 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.
- 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.
- 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.
- 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.
- Contribute to AI and automation effectiveness monitoring by tracking resolution rates, automation rates, CSAT, and escalation patterns to identify improvement opportunities.
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