[Remote] Product Support Specialist at Aleph

Americas

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

FinTech, SaaS, AIIndustries

Requirements

2+ years of experience in customer support or customer service
Support excellence & empathy — calm, clear, solution-oriented; knows when to dig in and when to escalate
Strong technical writing skills — concise, structured, and example-driven; comfortable building and maintaining a knowledge base
Systems thinker — can design scalable workflows, taxonomies, and macros, and maintain them as they evolve
Strong communicator — excellent customer-facing tone; crisp async documentation for internal teams
Ownership mentality — proactive, ships daily, closes loops, and treats support systems like products
Located within the Americas to align with working hours

Responsibilities

Run the support queue in Pylon: triage, reply, resolve, escalate, and close the loop — while maintaining tagging hygiene and SLAs
Build and maintain the knowledge base: act as editor-in-chief of the user guide by planning information architecture, writing crisp how-to articles, and recording short clips/gifs
Turn tickets into insights: create structured feedback loops for Product/Engineering, file reproducible issues, and help close the loop with customers
Measure and report: publish key operating metrics (FRT, TTR, CSAT, deflection, coverage, quality) and recommend monthly experiments to improve

Skills

Key technologies and capabilities for this role

Customer SupportProduct SupportKnowledge BaseDocumentationSelf-Serve SupportPylonTechnical Support

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a fully remote position available across the Americas (United States, Canada, LATAM).

What experience is required for this role?

Candidates must have 2+ years of experience in customer support or customer service.

What key skills are needed for the Product Support Specialist role?

The role requires support excellence and empathy (calm, clear, solution-oriented), and strong technical writing skills that are concise and structured.

What will I be doing in this role?

You will run the support queue in Pylon (triage, reply, resolve, escalate), build and maintain the knowledge base with articles and clips, turn tickets into product insights, and measure/report key metrics like FRT, TTR, and CSAT.

What is the salary or compensation for this position?

This information is not specified in the job description.

Aleph

Enhances spreadsheets for financial planning teams

About Aleph

Aleph enhances the financial planning and analysis (FP&A) process by improving the functionality of spreadsheets, which are widely used by finance teams. Instead of replacing Excel with new web-based tools, Aleph integrates advanced features into the familiar spreadsheet environment. This allows finance professionals to continue using a tool they are comfortable with while gaining access to real-time data integration, automated reporting, and collaborative capabilities. Unlike traditional FP&A solutions that require users to learn new systems, Aleph's approach minimizes the learning curve and maximizes productivity. The company operates on a subscription-based model, providing continuous updates and improvements to its software, which helps finance teams streamline their budgeting and forecasting tasks. Aleph's goal is to empower finance teams to work more efficiently and effectively by supercharging the spreadsheets they already rely on.

New York City, New YorkHeadquarters

2020Year Founded

$16.4MTotal Funding

SERIES_ACompany Stage

Fintech, Financial ServicesIndustries

11-50Employees

Benefits

Remote Work Options

Risks

Competition from established FP&A providers like Anaplan and Adaptive Insights is increasing.

Scaling operations in new markets like Nigeria may require additional resources.

Spreadsheet reliance may face criticism from companies seeking innovative FP&A tools.

Differentiation

Aleph enhances spreadsheet capabilities, unlike traditional FP&A tools replacing Excel.

Aleph offers real-time data integration with 150+ integrations, streamlining financial processes.

Aleph's no-code dashboards allow finance teams to interact with data easily.

Upsides

Growing demand for real-time data integration boosts Aleph's market potential.

No-code platforms trend supports Aleph's user-friendly approach for finance teams.

Aleph's expansion into Nigeria taps into emerging market fintech opportunities.

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