Assembled is building software to transform and elevate customer support teams, which often represent 20-50% of the people at a company. Our workforce management platform helps some of the fastest-growing, most innovative companies in the world—including Stripe, Zoom, and Robinhood—to schedule, forecast, and organize their support teams. 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, Palantir, Atlassian, Twitter, Airbnb, Looker, NEA, Bain, and more!

Signs of traction

Over the last year and a half, we’ve achieved several significant growth milestones, including:

  • Growing revenue by 5x while also delivering a 200+% NRR (net revenue retention)
  • Tripling our customer base, with notable new customers including Zoom, Asana, Wynn, Color Genomics, and Restaurants Brands International in addition to existing customers like Etsy, Stripe, Monzo, Notion, and others
  • Building out leadership in Sales, Marketing, Partnerships, and UX with SaaS veterans from Shopify, Atlassian, Flexport, and Stripe
  • Growing the Assembled team by 5x (from 12 to 65 people)
  • Launching several new product updates, including a revamped scheduling experience, agent scorecard, algorithmic scheduling automations, reporting API endpoints, and contact platform integrations
  • Forming additional strategic partnerships with leading customer experience companies, including UJET, Five9, and MaestroQA

Job responsibilities

  • Represent our users and ensure we fully understand and empathize with their needs and workflows
  • Develop product requirements and lead project plans as you partner with the engineering and design teams on the development of user facing features
  • Plan, execute, and drive launch strategy, partnering with our Head of Marketing to develop a marketing plan, partnering with the business team to develop trainings and support materials to drive product adoption
  • Prioritize features and products based on company goals and business impact (customer need, revenue, market positioning) and articulate these use cases clearly to the company
  • Run user testing to ensure product features meet use cases and support processes to quickly improve products for launch
  • Estimate and measure the impact of new features; drive adoption; and collect user feedback

Preferred qualifications

  • Ability to identify user needs, prioritize them, and translate them into a product roadmap
  • Ability to work cross-functionally and communicate with various audiences, including sales, customer success, product, and customers
  • Comfortable working with data and pulling insights from data
  • Detail oriented; ability to track multiple projects, stay on top of timelines, and deliver high quality outputs across several workstreams
  • Proficiency interviewing users and using product analytics to better understand our customers' use cases and workflows

Nice to haves

  • Experience in the SaaS industry
  • Experience with customer support or customer support tools
  • Analytical abilities (SQL, data science knowledge)
  • Engineering background

Our team continues to grow and we are looking for new members to help us transform and elevate customer support. Our values are: act like a support agent, bias towards action, and 1% better each day! We support our team by offering the following benefits: 

Monthly benefits:

  • $100 Community Support Agriculture (CSA) credit 
  • $50 Assembled user credit 
  • $100 professional development/general wellness (fitness, mental health, or professional development)

General benefits:

  • 401K through Guideline 
  • Dental insurance through Principal 
  • Health insurance through Anthem 
  • Parental leave
  • Life insurance through Guardian
  • Additional coverage (accident, hospital, and critical illness plan) through Voya
  • Commuter benefits
  • One time $300 credit for improving your home workspace

Office Perks:

  • Weekly catered lunches (3 times a week)
  • Happy hour every other week
  • Cometeer Coffee

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