Technical Support, Assembled
Workforce Management
Customer support workforce management platform
Open for applications
Customer support workforce management platform
101-200 employees
Open for applications
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
- 2+ years in a technical customer-facing role at a SaaS company
- Experience working with SQL, APIs and integrations
- Customer empathy: You genuinely enjoy solving customer problems and can collaborate effectively with people from all walks of life
- Strong technical aptitude and troubleshooting skills: You're not afraid to roll up your sleeves and query our database or replicate an API error. You have strong attention to detail and a demonstrated track record of learning and applying new technical skills
- Persistence and resourcefulness: You have the grit, determination, and resilience to push through roadblocks in highly unstructured environments
- Excellent communication: You write quickly, concisely, and clearly. You can break down complex concepts into easily digestible pieces and are comfortable hopping on an occasional customer call
- Growth mindset: You embrace new ideas, are not afraid of change, and are comfortable challenging the status quo and your own biases. You are open to receiving and giving feedback
- Team player: You are naturally collaborative and enjoy helping your teammates out
- Dependable: You understand the importance of reliability and are available to work 9am-6pm PT and participate in occasional holiday coverage as needed
What the job involves
- As a company building for support teams, we take special pride in the support we provide to our customers. We're expanding our Technical Support team and looking for strong technical generalists who love working with customers and are excited to build a world-class support organization
- You'll interact with our customers over email and Slack, help them understand how to use Assembled, and resolve thorny issues they face
- You'll use your learnings on the front line to help our product team prioritize bugs and feature requests
- Outside of interacting with customers, you'll have wide latitude to build internal processes, scale our systems and build our company culture
- Delight our customers: Create great experiences for our customers when they need help. Build trust and strong relationships with customers
- Be a product expert: Learn Assembled's product intimately and help customers (and other team members!) do the same
- Resolve issues: Investigate new, thorny issues in the product and partner closely with engineering to fix issues
- Represent the voice of the customer: Represent our customers' needs and struggles to drive our product in a strong direction
- Improve how we operate: Whether it's tooling, systems or processes, we'll rely on you to help us scale our support
Salary 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, 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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