Manager of Customer Support, Assembled
$125-180k
+ Equity
Customer support workforce management platform
Open for applications
Customer support workforce management platform
101-200 employees
Open for applications
$125-180k
+ Equity
101-200 employees
Company mission
To create a support operations platform that helps companies maintain exceptional customer experiences, no matter what lies ahead.
Role
Who you are
- Have 3–8 years of experience managing B2B SaaS support teams, ideally across time zones and customer segments
- Know what great looks like, but love building from scratch—your mindset is scrappy, strategic, and customer-first
- Have strong operational chops: You understand and act on support metrics, escalations, tools, and systems
- Are excited by the role of AI in support and have already experimented or deployed AI tools to boost productivity or CX
- Communicate with clarity and confidence, whether talking to a customer or presenting to executives
- Thrive in fast-moving environments where ambiguity is the norm and experimentation is encouraged
- (Bonus) Have an active voice in the support community, or experience building a support automation playbook
What the job involves
- As the hands-on leader of our growing support team, you’ll combine tactical excellence with visionary leadership
- You’ll manage a team that supports hundreds of customers—from high-growth startups to global enterprises
- You’ll hire and mentor top talent, refine systems and workflows, and act as a trusted voice both inside and outside the company
- This is a high-impact, high-visibility role at a company that builds for support teams—and where support is at the center of the product
- Lead and scale a high-performing support team: Manage a team of experienced agents across SF, NY, and (soon) the UK. Attract, hire, and grow exceptional talent
- Drive operational excellence: Own key support metrics (CSAT, SLA, backlog, handle time) and continuously improve our processes and systems
- Innovate with AI and automation: Implement and refine workflows that combine human judgment and AI assistance to create best-in-class experiences
- Own escalations and incident comms: Act as a calm, confident voice in critical customer moments. Communicate clearly with customers and internally during high-impact issues
- Partner cross-functionally: Collaborate closely with Product, Engineering, Design, and Success to bring the voice of the customer into product development and service design
- Champion support as a strategic function: Share learnings externally, contribute to the support community, and help define what excellent support looks like in the AI era
Our take
Assembled's platform helps companies manage and scale their customer support services. Customer service management is just one of the many areas that are being overhauled by digital transformation. Assembled helps streamline cumbersome and error-prone customer support processes - such as planning support rosters, forecasting demand, and evaluating team performance.
Assembled already counts companies like Zoom, GoFundMe and Stripe on its customer books, and finds huge opportunity in key industries like eCommerce and food deliveries that have been seeing massive digital overhauls. Having received significant investment, the company seems set on continued growth, with funds cited to support product development as well as help launch its CX Scholars initiative, that will commit a percentage of revenue to continuing education for support workers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2022
$51m
SERIES B
Mar 2021
$16.6m
SERIES A
Total funding: $70.7m
Company benefits
- Equity package
- Insurance coverage
- 401k
- CSA Credit
- Stipend for use at any Assembled customer
- Professional development stipend
- Wellness stipend
Company HQ
Mission District, San Francisco, CA
Leadership
Ryan Wang
(CEO & Co-Founder)Studied at the University of Chicago and worked as a Senior Consultant at The Greatest Good. Previously a Software Engineer at Stripe.
John Wang
(CTO & Co-Founder)Studied Computer Science at MIT and worked as a Freelance Software Developer before joining Stripe.
Brian Sze
(Co-Founder)A Stanford graduate who worked in Investment Banking at RBC Capital Markets. Previously Head of Business Operations at Stripe.
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