Technical Support - AI

Assembled builds the infrastructure that underpins exceptional customer support, empowering companies like CashApp, Etsy, and Robinhood to deliver faster, better service at scale. With solutions for workforce management, BPO collaboration, and AI-powered issue resolution, Assembled simplifies the complexities of modern support operations by uniting in-house, outsourced, and AI-powered agents in a single operating system. Backed by $70M in funding from NEA, Emergence Capital, and Stripe, and driven by a team of experts passionate about problem-solving, we’re at the forefront of support operations technology.

The Role

We’re building Assist, a new AI-based product to solve customers’ issues and help support agents work more efficiently. We’re already seeing early customers handle more cases with higher customer satisfaction than ever before! In this role you'll interact with our Assist 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. As our first Assist-focused Support team member you'll play a critical role in documenting knowledge, building internal processes and scaling our systems.

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 technical customer-facing role at a SaaS company (AI experience preferred)
• 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.

The estimated base salary range for this role is $80,000 - $115,000 per year. The base pay offered may vary depending on location, job-related knowledge, skills, and experience. Stock options are provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.

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, and commuting
• Paid parental leave
• Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices
• 401(k) plan enrollment