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.
About the Role
As a founding go-to-market hire, you’ll establish Assembled’s European headquarters in London and work closely with the region’s most innovative companies and most iconic brands.
This is an entrepreneurial, don’t-put-me-in-a-box role that spans implementation, customer success, customer support, community building, and market development. Your mandate: help our customers unlock better, higher-quality customer support with our AI support products.
You’ll be a good fit if you thrive in ambiguity, love building from scratch, and enjoy flipping between strategy decks for C-level customer stakeholders and API docs in the same afternoon.
What you’ll do
Own the end-to-end customer journey: Onboard new accounts, run hands-on trainings, jump into the support queue, cultivate exec relationships, and turn every renewal into an expansion.
Translate customer pain into product direction: Stress test new features, pinpoint gaps, gather and summarise feedback, and champion customer priorities to influence our roadmap.
Operate as a strategic advisor: Map org charts, recommend staffing models and AI workflows, and create the artifacts that executives use to make key decisions about customer support.
Grow Assembled’s market awareness: Host community dinners, speak at support meet-ups and conferences, and engage customer champions to drive sales pipeline.
Drive renewals and healthy growth: Identify churn risks, establish account plans, grow product adoption, run executive business reviews, and negotiate renewals.
Launch the London office: Choose office space, shape the on-site culture, and partner with recruiting to bring in and mentor the next wave of hires.
About you
Hands-on problem solver: You’re a doer at heart and enjoy getting into the weeds on problems, whether that’s debugging a feature or presenting to a COO.
A bit of wanderlust: You like meeting people from all over the world and look forward to meeting our customers, in far flung places from Yerevan to Tallinn to Barcelona.
AI tinkerer: You’re the person who built the Custom GPT library to automate workflows for everyone on the team, or the first to spread the gospel of Granola and undiscovered AI tools.
Strategic thinker: You can zoom out to the level of customer priorities and organizational processes, helping leaders reason about Assembled in the context of their whole operation.
Data literate: You’re comfortable pulling your own numbers (SQL, Looker, Sheets) to generate insights and draw conclusions.
Adaptable communicator: You ask high-signal questions and can break down complex concepts for executives, frontline support agents, and product engineers alike.
Intellectually curious: What’s the most interesting thing you’ve learned in the past year? You have a quirky answer that you’re itching to tell us about!
Preferred experience
3+ years of client facing experience
Excitement to travel (monthly)
Strong business & technical acumen
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
