Assembled
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Customer Support Leader
role at
Assembled This range is provided by Assembled. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$140,000.00/yr - $210,000.00/yr About Assembled 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. The Role 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. What you’ll do Lead a high-performing support team:
Manage a small but mighty team of experienced agents across SF, NY, and (soon) the UK. 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. 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. You might be a fit if you: Have
3–8 years of experience
managing B2B SaaS support teams, ideally across time zones and customer segments. 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. Are passionate about the role of
AI in support
when it's thoughtfully leveraged along with human agents. Communicate with
clarity and confidence , whether talking to a customer or presenting to executives. Thrive in
fast-moving environments
where ambiguity is the norm and experimentation is encouraged. Love being in person and working across teams. You have an active voice in the
support community
and love helping peers think through their challenges and find great solutions. Why Assembled? Assembled is on a mission to make support teams feel less chaotic and more confident. We work with top-tier companies like Stripe and Monday.com to help them deliver world-class support. 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
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Customer Support Leader
role at
Assembled This range is provided by Assembled. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$140,000.00/yr - $210,000.00/yr About Assembled 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. The Role 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. What you’ll do Lead a high-performing support team:
Manage a small but mighty team of experienced agents across SF, NY, and (soon) the UK. 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. 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. You might be a fit if you: Have
3–8 years of experience
managing B2B SaaS support teams, ideally across time zones and customer segments. 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. Are passionate about the role of
AI in support
when it's thoughtfully leveraged along with human agents. Communicate with
clarity and confidence , whether talking to a customer or presenting to executives. Thrive in
fast-moving environments
where ambiguity is the norm and experimentation is encouraged. Love being in person and working across teams. You have an active voice in the
support community
and love helping peers think through their challenges and find great solutions. Why Assembled? Assembled is on a mission to make support teams feel less chaotic and more confident. We work with top-tier companies like Stripe and Monday.com to help them deliver world-class support. 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
#J-18808-Ljbffr