About Us

Assembled is building software to transform and elevate customer support teams, which often represent 20-50% of the people at a company. Our support operations platform helps some of the fastest-growing, most innovative companies in the world—including Stripe, Etsy, and Robinhood—to organize their support teams and automate support replies. We’ve raised $70m in funding from the likes of NEA, Emergence Capital, and Stripe itself. You’ll be joining a special group of people who learned the ropes at companies like Stripe, Google, Atlassian, Twitter, Airbnb, Looker, Bain, and more.

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.

Responsibilities

• 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.

About You

• 2+ years in a customer-facing technical support 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.

Our U.S. benefits

• Generous medical, dental, and vision benefits

• Paid company holidays, sick time, and unlimited time off

• Monthly credits to spend on each: professional development, general wellness, Assembled customers, commuting and community-support agriculture (CSA)

• Paid parental leave

• Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices

• 401(k) plan enrollment