Customer Support Leader, Assembled
$140-210k
+ Equity
More information about location
2-5 days a week in office
Customer support workforce management platform
Job no longer available
Customer support workforce management platform
101-200 employees
Job no longer available
$140-210k
+ Equity
More information about location
2-5 days a week in office
101-200 employees
Company mission
To elevate customer support through AI-powered software that makes life easier for customers and employees.
Role
Who you are
- If you've built your career so far by showing deep care and craft in your enterprise-client facing work, have been energized by ambiguity, and are eager to shape the future of AI-assisted customer experience, this role is for you
- Have 3–8 years of experience managing B2B SaaS support teams, ideally across time zones and customer segments. Please apply only if you've been directly managing customer support and/or support engineering and have direct enterprise SaaS experience
- 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. You should have demonstrable experiencing driving the tech stack and operations, but this is a support management role more than a support ops role
- Are passionate about the role of AI in support when it's thoughtfully leveraged along with human agents, and you have already experimented with and deployed AI tools to boost productivity. You should come in with your own point of view on things that work, but also be curious and open to how quickly this space is evolving
- Communicate with clarity and confidence, whether talking to a customer or presenting to executives. We invite you to use your cover letter to showcase that you think about what people need to hear
- Thrive in fast-moving environments where ambiguity is the norm and experimentation is encouraged
- Love being in person and working across teams: half the company in based in SF and chooses to work in-office more than the minimum required 2 days per week
- You have an active voice in the support community and love helping peers think through their challenges and find great solutions. One of the most unique parts of this role is the platform you'll have in speaking from hands-on experience with other global support leaders driving scale and transformation in their teams. This should be something that excites and inspires you
What the job involves
- As a company that helps the world’s top support teams deliver exceptional service, we believe our own support team should set the bar. We’re looking for a leader who is passionate about customer support to manage and scale our team across regions and time zones
- 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. But you will also be making time to refine systems and workflows and act as a trusted voice both inside and outside the company
- This is a high-impact, high-visibility role in the early stages of a company that builds for support teams—and where support is at the center of the product. You must love doing the work as well as innovating in how you build up the function and brand
- Lead a high-performing support team: Manage a small but mighty team of experienced agents across SF, NY, and (soon) the UK. Attract, hire, and grow exceptional talent. The goal here isn't to double the team – it's to scale thoughtfully and continue to delight while operating efficiently
- Innovate with AI and automation: Implement and refine workflows that combine human judgment and AI assistance to create best-in-class experiences
- Drive operational excellence: Own key support metrics (CSAT, SLA, backlog, handle time) and continuously improve our processes and systems
- 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
- Competitive compensation and equity: All Assemblers are encouraged to act like owners. We’re building the best team, and our compensation packages reflect that.
- Comprehensive insurance and 401(k): Between our 401(k) plan and coverage for health, dental, vision, and more, Assemblers don’t have to worry about the future.
- Employment sponsorship opportunities: We proudly sponsor employment visas for candidates who require visa sponsorship to work in the United States.
- Stipends for wellness and development: Assemblers get monthly stipends for things like gym memberships and continued learning and development.
- Flexible work arrangements: We love to see each other in person but we also like options. Remote employees get a one-time credit to improve their home office.
- Office perks: Coming into the office has its perks, like catered lunches 5× per week, hanging out with our awesome teammates (and their dogs!), and the good snacks.
Company HQ
Mission District, San Francisco, CA
Leadership
Ryan Wang
(Co-Founder & CEO)Previously, Ryan was a Software Engineer at Stripe for nearly 4 years. Prior to that, he was a Senior Consultant at The Greatest Good.
John Wang
(Co-Founder & CTO)Previously, John co-founded Zinc.io where he served as the Chief Engineer for 4 years. He also worked at a Software Engineer at Stripe, 37signals, and Palantir Technologies.
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