Customer Support Leader

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.

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. If you've built your career so far by showing deep care and craft in your enterprise-client facing work, have been energized by ambiguity, and are eager to shape the future of AI-assisted customer experience, this role is for you.

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. You’ll hire and mentor top talent. But you will also be making time to refine systems and workflows and act as a trusted voice both inside and outside the company.

This is a high-impact, high-visibility role in the early stages of a company that builds for support teams—and where support is at the center of the product. You must love doing the work as well as innovating in how you build up the function and brand.

• Lead a high-performing support team: Manage a small but mighty team of experienced agents across SF, NY, and (soon) the UK. Attract, hire, and grow exceptional talent. The goal here isn't to double the team – it's to scale thoughtfully and continue to delight while operating efficiently.

• 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. Communicate clearly with customers and internally during high-impact issues.

• 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.

• Have 3–8 years of experience managing B2B SaaS support teams, ideally across time zones and customer segments. Please apply only if you've been directly managing customer support and/or support engineering and have direct enterprise SaaS experience.

• 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. You should have demonstrable experiencing driving the tech stack and operations, but this is a support management role more than a support ops role.

• Are passionate about the role of AI in support when it's thoughtfully leveraged along with human agents, and you have already experimented with and deployed AI tools to boost productivity. You should come in with your own point of view on things that work, but also be curious and open to how quickly this space is evolving.

• Communicate with clarity and confidence, whether talking to a customer or presenting to executives. We invite you to use your cover letter to showcase that you think about what people need to hear.

• Thrive in fast-moving environments where ambiguity is the norm and experimentation is encouraged.

• Love being in person and working across teams: half the company in based in SF and chooses to work in-office more than the minimum required 2 days per week.

• You have an active voice in the support community and love helping peers think through their challenges and find great solutions. One of the most unique parts of this role is the platform you'll have in speaking from hands-on experience with other global support leaders driving scale and transformation in their teams. This should be something that excites and inspires you.

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. As a support-first company, we take enormous pride in the craft and people behind this work—and you’ll be at the center of it.

• 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

• 401(k) plan enrollment