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Senior Associate, Revenue Tools - Customer & Product Support

2 weeks, 3 days ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
Linear Salesforce
Apply Now
Alphasense

Alphasense

Alphasense is a global leader in providing high-quality gas sensors and air quality monitors to industrial OEMs. With over 25 years of experience, the company offers a wide range of innovative gas sensor technologies for various applications, including...

Industrial Conglomerates
51-250
Founded 1996
View All Jobs 178

Description

  • Identify and implement AI-driven solutions and workflow automation to streamline support operations and reduce manual effort.
  • Design and optimize AI agent conversation flows, triage logic, and handoff behaviors between AI and human support.
  • Configure and maintain AI support agent guidance, rules, and detection attributes to improve response quality and categorization.
  • Build and maintain internal runbooks, SOPs, and help center content that support deflection and self-service.
  • Own and manage the support tech stack, including Zendesk and integrations with Salesforce, Linear, Slack, and knowledge tools.
  • Serve as the first point of contact for tooling questions, troubleshooting, and vendor or internal issue routing.
  • Partner with vendors to resolve technical issues, evaluate capabilities, and keep tools current and effective.
  • Analyze and enhance support processes to improve efficiency, agent productivity, and customer satisfaction.
  • Build, implement, and troubleshoot automated workflows with guardrails, validation logic, and exception handling.
  • Partner with Support leadership and cross-functional teams to identify gaps, recommend solutions, and drive scalable improvements.

Requirements

  • Background in support operations, program management, or systems administration.
  • Customer-first mindset with experience solving complex problems using AI, tooling, and systems.
  • Strong systems thinking and ability to identify root causes and upstream fixes.
  • Comfort working with integrations, APIs, and workflow builders without relying on engineering for every task.
  • Experience using metrics such as automation rates, deflection, resolution rates, and CSAT to evaluate performance.
  • Ability to collaborate effectively with both technical and non-technical stakeholders.
  • Strong organizational and prioritization skills with the ability to manage multiple projects at once.
  • Eagerness to adapt to change and continuously improve team operations.
  • Experience in support tooling, automation, or vendor management is preferred.
  • Familiarity with AI and support trends is preferred.

Benefits

  • Base salary range of $88,000 to $120,000 USD.
  • Performance-based bonus opportunity.
  • Equity.
  • Generous benefits program.

Interested in this position?

Apply directly on the company website

Apply Now

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