Product Support Specialist

Aleph is an AI-native platform for Financial Planning & Analysis (FP&A). We operate in an established software category with a multi-billion market but no clear winner. Our growth has come from product velocity and customer outcomes, not marketing spend, and the results speak for themselves.

Aleph was founded by Albert Gozzi and Santiago Perez De Rosso, two technical founders with backgrounds from Stanford and MIT and experience working at top-tier companies such as Google, Microsoft, and Bain & Company. We’re backed by top VCs (Bain Capital Ventures, Khosla Ventures, YC, Picus Capital), and work with customers like Webflow, Turo, Notion, Zapier, and many others.

What we’ve built so far is the most seamless way to centralize all of a company's financial data – think expenses from Quickbooks or Netsuite, pipeline forecasts from Salesforce – and bring it into the tools finance teams are already using. But the vision goes way beyond that: Aleph is AI-native at its core, automating reporting, variance analysis, and forecasting through intelligent agents. We’re building the always-on decision layer for modern businesses.

We’re moving fast, shipping constantly, leaning into AI to make the product smarter with every release, while also applying AI to how we sell, support and scale. Our churn is low, growth is strong, and the pace keeps accelerating.

We are hiring remotely across the Americas (United States, Canada, LATAM).

Aleph is searching for a highly motivated Product Support Specialist to be our first dedicated support hire. This role is critical in building a docs-first support engine that blends excellent human support with crisp, scalable documentation. You’ll own the day-to-day queue in Pylon, improve our knowledge base, and create a durable self-serve experience for both customers and internal teams.

This is a unique opportunity to lay the foundations of Aleph’s customer support function. You will reduce handle time, increase ticket deflection, and set the bar for how Aleph supports its users at scale.
👷 What you’ll be doing

• 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.
  

📝 About You

Must-haves

• 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.
  

Nice-to-haves

• 1+ year in a high-growth startup environment.

• AI-nativeness — uses LLMs to draft, QA, summarize, classify, and propose improvements.

• Exposure to B2B SaaS and/or Finance/FP&A concepts.

• Comfort with lightweight tooling for knowledge bases (markdown, screenshots, Looms/gifs).

  
  

While this is a remote-first opportunity, we're focusing on candidates within the Americas to better align with our working hours as a team.

Aleph is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Aleph makes hiring decisions based solely on qualifications, merit, and business needs at the time.