COMPANY:
Canoe Intelligence, A Bloomberg Company
WEBSITE
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.
