Digital Customer Programs Manager, Assembled
$120-150k
+Stock options
5 days a week in office
Customer support workforce management platform
Open for applications
Customer support workforce management platform
101-200 employees
Open for applications
$120-150k
+Stock options
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're energized by breadth and by building things that scale, this is your role
- You know what it feels like to be on the other side of a scale tier experience. You've been in the weeds of customer-facing work and you bring that empathy into every interaction
- You understand the world of support professionals and what good actually looks like to them
- You've been in a high-volume customer-facing role. You've managed more accounts than you could possibly give individual attention to, and you figured out how to make that work
- You understand the difference between a customer who needs more of your time and a customer who needs better resources
- You hold the line without losing the relationship. When a customer asks for a dedicated CSM, a custom QBR, or a direct line to engineering, you know how to reset expectations in a way that leaves them feeling heard rather than rejected. You've had hard renewal conversations and didn't spiral
- You respect the power of process. You file the ticket and set expectations (internally & externally). You don't make technical changes unilaterally. You understand that process discipline is what makes data meaningful
- You're technically literate. You don't need to be an engineer. You need to be able to read an error message, navigate an admin console, understand what an API is, and know when you're out of your depth. You escalate with context, not just a customer quote
- You're high energy in the face of competing demands. Office hours is live. Community is always on. Renewals have hard dates. You don't shut down when four things need your attention — you assess, communicate, and move forward
- 2–4 years in a customer-facing role. This could be technical support, customer success, or a hybrid; we care more about how you've shown up for customers than what your title was or what industry you came from
- Experience delivering successful outcomes in a high-volume and fast-paced environment with competing demands
- Comfortable with support tooling, such as Zendesk, Salesforce, Hubspot, or equivalent systems; you know how to navigate queues and assess priorities
- Technical literacy. You’re comfortable with SaaS admin environments, can triage basic product issues, understand when to use escalation pathways
- Strong communicator — written and verbal. A meaningful portion of this job and our culture is written, and you'll need to be equally compelling in live customer interactions
- We know great candidates don’t always meet every requirement listed in a job description. If the role excites you and you believe you can make an impact at Assembled, we encourage you to apply
What the job involves
- The Digital Customer Programs Manager owns Assembled's Scale tier customer experience
- The Scale tier is served through structured programs: self-serve resources, community engagement, and light-touch human interaction — not an assigned CSM relationship
- This role sits in the Support org, within our broader Customer Experience department, and that's intentional
- When customers hit technical friction, the response needs to be as disciplined as it is empathetic
- You'll move fluidly between customer success instincts and technical support process rigor, with impact measured across the entire tier, not a single account list
- You'll be the primary executor of the Scale Experience program — high daily volume, a wide range of customer maturity levels, and constant context-switching
- Account Health Monitoring — Own or help build the systematic mechanism for tracking health signals across the tier. Know which accounts are engaged, which are drifting, and why. Engage when signals change — don't wait for a renewal to address misalignments
- Renewals — Proactively manage the renewal motion for this tier, using health data to get ahead of risk well before renewal dates. Facilitate pre-renewal check-ins for accounts showing growth potential or as needed to address questions on terms, value, legal or contract details
- Office Hours — Staff scheduled 1:1 sessions for Scale customers alongside the support team, tag-teaming with support engineers based on the account and nature of the request
- Sessions cover product questions, troubleshooting, and relationship or commercial topics. Log contact drivers to inform knowledge base priorities and product feedback
- Community & Engagement — Own Assembled's customer community presence across channels and formats. This may include digital community platforms, webinars, events, forums, the Assembled Slack community, or other programming
- Moderate discussions, respond to questions, surface relevant resources, and identify accounts with high potential or in need of additional support
- Customer Feedback & Surveys — Own the survey cadence for the Scale tier: design, send, monitor response rates, synthesize results, and surface themes to leadership. Partner with cross-functional owners of survey tooling to coordinate timing and ensure results are actioned across the customer experience
- Tier Upgrade Flagging — When a Scale customer's needs or growth trajectory warrant a commercial conversation, you own identifying it and routing it appropriately. You're protecting the model, not just the relationship
- Support Integration — Work hand-in-hand with support engineering across all customer touch points. File tickets, triage issues, own communication on escalations, and respect established support workflows
- You're not a support engineer, but you operate like someone who understands why process discipline makes the whole system work
- You'll know you're succeeding when Scale tier churn is low, renewal rates are healthy, and CSAT and NPS for this segment are at or above industry benchmarks
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. This 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.
Salary benchmarks
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