Senior Support Analyst

COMPANY: Canoe Intelligence, A Bloomberg Company

WEBSITE: https://canoeintelligence.com/

TITLE: Senior Support Analyst

LOCATION: London, UK

The Role:

If you love client interaction and supporting customer needs on a day to day basis, we’re looking for you. As a Senior Client Support Analyst, you’ll be working alongside the Client Support team to manage client inquiries and act as a point of contact for client requests. In this role, you’ll have the unique opportunity to act as a subject matter expert, educate clients on our breakthrough technology, and build Canoe’s business alongside our growing team. This role will have a special focus on our European clients given Canoe’s growth in the region. This position reports into the Director of Support.

What You’ll Do:

• Become a Canoe product expert and understand how Canoe’s proprietary machine learning technology adds value to our clients workflows

• Troubleshoot and resolve some of the most complex issues that our clients report

• Be an escalation point of contact for Canoe’s production customer base and junior support resources, answering cases related to how-to’s, troubleshooting, and training

• Lead cross-functionally with Canoe teams to solve client inquiries (i.e. the case)

• Respond to client inquiries in a consistent, concise and timely manner

• Take on an urgent or critical issue a client reports immediately after being reported

• Educate new and existing resources on functionality and internal processes

• Collaborate with Canoe’s Product team to relay ideas/feedback and track the resolution of reported bugs

• Coordinate with Canoe’s Data Operations Team to absorb client feedback into Canoe’s technology to positively impact future systematic collection of data

• Work directly with the Relationship Management team on client’s in an escalated situation

• Facilitate enhanced client experience by contributing videos and articles to Canoe’s Knowledge Base

• Conduct client trainings focused on foundational functionality and best practices

• Be a thought-partner on larger initiatives involving Support and take lead on those projects

• Be a technical contact for Canoe’s customers and internal resources, related to how-to’s, troubleshooting, and training, including the Canoe API and other product integrations

• Possibly assist with Canoe’s Premier clients in the region and have some Support Account Manager responsibilities. Including, but not limited to:

  • Be a primary contact for clients on Premier Support

  • Attending recurring client meetings, discussing Support cases and metrics

What We’re Looking For:

Required:

• Client-centric; a genuine interest to deliver results for customers

• Enjoys working in a collaborative environment, sharing best practices, and supporting teammates

• Can thrive off being a self-starter early in in the day, prior to US business hours

• Analytical, data-driven self-starter that is detailed-oriented and resourceful

• Problem-solver who thrives in diving into details when required

• Basic understanding of SQL, APIs and Python

• Experience (including internships) with Client Support tooling & reporting, such as Salesforce CRM, Helpjuice, Jira, Confluence

• Someone that enjoys leaning in on new initiatives; specifically AI initiatives that will propel the Canoe Support team into the future

Preferred:

• Prior experience (including internships) with management consulting, business process outsourcing, or technology related professional services

• Knowledge of alternative investments

What You’ll Get:

We offer comprehensive and generous benefits. Primary benefits are healthcare, retirement, life insurance and disability coverage, counselling, paid holidays and paid time off.

Our Values:

• Client First -> Listen, and deliver client-centric solutions

• Be An Owner -> Take initiative, improve situations, drive positive outcomes

• Excellence -> Always set the highest standard for yourself and others

• Win Together -> 1 + 1 = 3

Who We Are:

Canoe Intelligence ("Canoe"), a Bloomberg Company, is the data management and intelligence platform powering how the world invests in alts. Our AI-native platform automates the manual data processing, cutting operational costs and risk while future-proofing alts infrastructure for long term growth. Timely, accurate, and comprehensive data arms investment teams to act with the decisiveness of public markets. Canoe’s AI-driven platform was initially incubated in 2013 for Portage Partners LLC, a private multi-family office investment firm, and launched commercially in 2017. In October 2026, Canoe became a part of Bloomberg, combining our private markets data expertise with Bloomberg’s technology, data management capabilities, and global scale. Together, we’re building a connected experience across public and private markets, and investing in the Canoe platform, people, and dedicated client service that got us here. With Canoe, it’s all about making Alts, smarter.

Canoe is an equal opportunity employer and prohibits discrimination in employment. It is Canoe’s policy to provide equal opportunity and access for all persons, and the Company is committed to attracting, retaining, developing, and promoting the most qualified individuals without regard to age, ancestry, color, gender identity or expression, genetic predisposition or carrier status, marital status, national or ethnic origin, race, religion or belief, sex, sexual orientation, self-identified or perceived sex, sexual and other reproductive health decisions, parental or caring status, physical or mental disability, pregnancy, childbirth or related medical conditions, or parental leave, protected veteran status, status as a victim of domestic violence, or any other classification protected by applicable law (each, a “Protected Characteristic”).Canoe prohibits treating applicants or employees less favorably in connection with the terms and conditions of employment, in all phases of the employment process, because of one or more Protected Characteristics.