Manager, Customer Support

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. 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 to manage and scale our team across regions and time zones. If you’re passionate about support as a craft, energized by ambiguity, and 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, refine systems and workflows, and act as a trusted voice both inside and outside the company.

This is a high-impact, high-visibility role at a company that builds for support teams—and where support is at the center of the product.

What you’ll do

• Lead and scale a high-performing support team: Manage a team of experienced agents across SF, NY, and (soon) the UK. Attract, hire, and grow exceptional talent.

• Drive operational excellence: Own key support metrics (CSAT, SLA, backlog, handle time) and continuously improve our processes and systems.

• Innovate with AI and automation: Implement and refine workflows that combine human judgment and AI assistance to create best-in-class experiences.

• 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.

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 excited by the role of AI in support and have already experimented or deployed AI tools to boost productivity or CX

• 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

• (Bonus) Have an active voice in the support community , or experience building a support automation playbook

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, Shopify, 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.

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