Role Description 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. - 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. Qualifications - 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. - 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. Requirements - 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. - Escalate tickets to appropriate teams when needed and retain a position as the customer’s point person through regular updates and confirming resolution. - Act as a key partner to Product and Engineering. - 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. - 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. Benefits - Base Compensation Range: $60,000 — $75,000 CAD. - Performance-based bonus. - Equity. - A generous benefits program.

Bilingual Customer Service Representative - Spanish Customer Service Dayton, OH Full-Time Apply Now Position Description Reynolds and Reynolds is currently seeking Customer Service Representatives who are bilingual in Spanish and English. As a Bilingual Customer Service Representative, you will use your proficiency in both languages to interact with customers and maintain our reputation of delivering award-winning customer service and support. Working from our office in Dayton, OH, you will support our customers via phone and internet on the software solutions that have made us the best in the industry. You will provide them with the knowledge they need to utilize our applications in their day-to-day operations. If you enjoy problem solving, critical thinking, and providing a high level of customer service support, apply today! Training Training will consist of classroom-style training, on-the-job with a mentor, and online courses Requirements - Must possess excellent verbal and written skills, in both English and Spanish - Ability to think critically, analytically, and problem solve - Ability to work in a team environment - Previous customer service experience preferred Apply Now Benefits We strive to offer an environment that provides our associates with the right balance between work and family. We offer a comprehensive benefits package including: - Medical, dental, vision, life insurance, and a health savings account - 401(k) with up to 6% matching - Paid vacation, sick days, and holidays - Reynolds offers a hybrid work schedule, based on position eligibility. Following completion of your training period, eligible associates may work-from-home up to two days per week. Company perks, including: - Referral bonuses - Professional development and training - Promotion from within -Associate discounts for cell phones, cars, computers, entertainment, and much more Facility amenities, including: - An onsite dining facility offering complimentary breakfast and lunch - A fitness center - An onsite medical center - A wide variety of sports and social leagues to participate in after work, along with volunteering initiatives through our Associate Foundation Reynolds and Reynolds promotes a healthy lifestyle by providing a non-smoking environment. Reynolds and Reynolds is an equal opportunity employer.

• Run the Zendesk queue w/ the rest of the support team • Host a few "get unstuck" Zoom calls per week (~30 min each) • Record short Loom walkthroughs for trickier workflows • Write & update help center articles based on the patterns you're seeing • Debug frontend behavior in browser dev tools (console, network tab, DOM inspection) • Trace API failures across our integrations (Stripe, webhooks, custom domains, email providers, OAuth flows) • Write Linear bug reports clean enough that engineering can act on them w/o ten clarifying questions

• Respond to customer inquiries via phone and email, delivering timely, professional, and accurate support. • Independently resolve a wide range of customer issues while escalating complex or high-risk cases when appropriate. • Manage and resolve escalated customer concerns, ensuring a positive and professional experience. • Conduct follow-ups with customers to confirm issues are fully resolved. • Document customer interactions, trip updates, and resolutions within CharterUP’s proprietary systems. • Monitor active trips in real time, identifying and addressing potential disruptions such as delays, route changes, or driver issues. • Serve as a primary operational contact for drivers, customers, and internal teams during live trips. • Assess situations quickly and coordinate solutions to minimize service disruptions. • Provide clear and timely updates to customers, drivers, and internal stakeholders. • Partner closely with internal teams including operations, logistics, and account management to resolve service issues. • Coordinate with drivers and transportation partners to ensure trips run smoothly. • Communicate effectively across multiple stakeholders to maintain high service standards. • Identify recurring customer issues and provide feedback that helps improve processes and service delivery. • Share knowledge and best practices with newer team members when needed. • Contribute feedback on operational tools, workflows, and documentation.