Technical Support Specialist

About Assembled

Great customer support requires human agents and AI in perfect balance, and Assembled is the only unified platform that orchestrates both panies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation - in-house agents, BPOs, and AI - in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate.

Backed by $70M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work.

The Role

As a company building for support teams, we take special pride in the support we provide to our customers. We're expanding our Support team and looking for strong technical generalists who love working with customers and are excited to build a world-class support organization.

At Assembled, we live by the value that "Assembled is my team and my title"-meaning you'll do whatever is needed to ensure customer success, regardless of whether it falls within a traditional support scope. You'll be the trusted partner for our customers across their entire journey with Assembled. You'll engage with customers through various channels (email, Slack, chat, Zoom calls, live events, and channels we haven't even introduced yet!),

meeting customers where and when they need us. We maximize value for our customers across our product suite, including Workforce Management, Assembled AI (our AI-powered agents & co-pilot products), and all Assembled features. You'll handle everything from billing and account questions to product consultation, deep technical troubleshooting, and escalations.

Assembled Support sits in the same organization as our Solutions (Implementation) and Customer Success teams. You'll work especially closely with our Growth Customer Success Managers (CSMs) who serve the SMB segment. Together, we build solutions at scale that benefit our entire customer base. You'll regularly partner with CSMs on customer calls and in tickets, deepening your own business knowledge while driving exceptional experiences for customers and reducing time to resolution.

This close collaboration ensures we're performing as one unified team focused on customer outcomes.

With this role, you're expected to turn individual customer tickets into company-changing improvements. You'll use your learnings on the front line to help our team prioritize bugs and feature requests. With our emphasis on skill development, ownership, and AI tool adoption, you'll also have the opportunity to contribute code fixes to Engineering! You'll play a critical role in documenting knowledge, building internal processes, and scaling our systems to support our rapidly expanding customer base.

This is a hybrid role based out of New York with an in-office requirement of minimum Mondays and Thursdays.

What You'll Do

• Create exceptional experiences for customers: Take ownership of customer interactions from initial contact through resolution. Build trust through empathy, curiosity, determination, and complete resolutions. Provide expert guidance across the entire journey: billing, account management, product education, strategic consultation, and complex technical troubleshooting. Act as the best partner, helping customers succeed in ways that go beyond what they'd expect from any other vendor.
  
  Proactively identify when contacts need to change channels (email, Slack, Zoom, etc.), following up & following through consistently.
• Master the product (and help others do the same): Develop deep expertise across Assembled's full product suite-both AI and WFM. Become the go-to resource for customers and teammates alike. Your knowledge should empower others to succeed and inspire them to invest in their own knowledge development.
• Investigate and resolve technical issues: Dive into logs, query databases, debug API integrations, replicate errors, and troubleshoot across our stack. Write scripts, queries, and lightweight code fixes to unblock customers. Analyze issues and provide actionable bug reports. Collaborate closely with Engineering to diagnose root causes and drive thorough fixes. Get creative with workarounds when it matters most. Document your troubleshooting steps to contribute to content, helping the whole team learn and further powering our AI solutions.
• Represent the voice of the customer: Synthesize feedback, spot patterns, and communicate trends upward & outward. Your insights from the front line should guide priorities and influence product direction.
• Build for scale-not just the ticket in front of you: Look beyond individual issues to identify larger improvements. Proactively make recommendations on internal tools, processes, and policies to prevent future problems. Build documentation to contribute to knowledge bases and playbooks. Ship openly and…