Customer Support Analyst

Support Analyst

We're looking for a Support Analyst to join our Enterprise Platform Services team. In this role, you'll be the primary point of contact for members of the myAACR community portal — helping researchers and clinicians navigate their accounts, memberships, event registrations, and more. You'll work across our Salesforce-based systems and partner applications to ensure our community has a seamless, professional experience.

Responsibilities

• Manage and resolve incoming support cases through the myAACR portal via support queue and phone
• Triage, route, and track cases in Salesforce — identifying patterns and escalating issues when needed
• Assist with user account administration, permissions, and routine platform maintenance
• Create and maintain support documentation, FAQs, and guides to help members self-serve
• Collaborate with internal teams and third-party vendors to resolve platform issues
• Support our annual AACR Annual Meeting — a flagship event drawing 20,000+ cancer researchers worldwide (one week of extended hours per year, with advance notice)

Qualifications

• 1–3 years of experience in customer service or technical support
• Professional, clear, and empathetic written and verbal communication skills
• Familiarity with Salesforce or a similar CRM platform is a plus
• Ability to manage multiple open cases and stay organized under pressure
• Experience with ticketing systems such as Jira or ServiceNow is a plus
• A genuine interest in supporting a mission-driven organization

Why AACR

At AACR, your work directly supports the global cancer research community. You'll join a collaborative, mission-focused team in the heart of Philadelphia, with the opportunity to grow your platform and technical skills in a professional, established organization.

AACR is an Equal Opportunity Employer. Candidates with equivalent experience in lieu of a degree are encouraged to apply.