Technical Support
Company: A S S E M B L E D
Location: San Francisco
Posted on: May 8, 2024
Job Description:
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, Etsy, 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, Atlassian, Twitter, Airbnb, Looker, NEA, Bain, and
more.
As a company building for support teams, we take pride in the
support we've given to our customers (check out the 5 star reviews
our customers have left us!). We're building a Technical Support
team and looking for founding team members who are excited to set a
new standard for great support. You'll interact with our customers
over Slack, help them understand how to use Assembled, and resolve
thorny issues they face. You'll use your learnings on the front
line to help our product team prioritize bugs and feature requests.
Outside of interacting with customers, you'll have wide latitude to
build internal processes, scale our systems and build our company
culture.
Responsibilities
- Delight our customers: Create great experiences for our
customers when they need help. Build trust and strong relationships
with customers.
- Be a product expert: Learn Assembled's product intimately and
help customers (and other team members!) do the same.
- Resolve issues: Investigate new, thorny issues in the product
and partner closely with engineering to fix issues.
- Represent the voice of the customer: Represent our customers'
needs and struggles to drive our product in a strong direction
- Improve how we operate: Whether it's tooling, systems or
processes, we'll rely on you to help us scale our support. About
You
- Natural relationship builder: You genuinely enjoy developing
relationships and can collaborate effectively with people from all
walks of life. Our users are spread all over the globe, from New
York to Malaysia to Ukraine to Colombia.
- Strong technical and troubleshooting skills: You're not afraid
to roll up your sleeves and splunk through code. You're excited at
the opportunity to build out admin tools to make the support team
more efficient. Knowledge of SQL, JS, and HTML is a bonus!
- Persistence and resourcefulness: You have the grit,
determination, and resilience to push through roadblocks in highly
unstructured environments.
- Strong writer: You enjoy writing, write well, and can do so
quickly, concisely, and clearly.
- Attention to detail: You are very thorough and have a track
record of getting to the bottom of technical issues. Go beyond the
question being asked; understand how our customers define their own
success with the product and help them work toward that
success.
- Growth mindset: You embrace new ideas, are not afraid of
change, and are comfortable challenging the status quo and your own
biases. You are open to receiving and giving feedback.
- Team player: You are naturally collaborative and enjoy helping
your teammates out.
- Dependable customer commitment: You understand the importance
of reliability for keeping customers connected- and are available
to work 9am-6pm ET and participate in weekend on-call rotations as
part of the support team's extended coverage. The estimated base
salary range for this role is $80,000 - $115,000 per year. The base
pay offered may vary depending on location, job-related knowledge,
skills, and experience. Stock options are provided as part of the
compensation package, in addition to a full range of medical,
financial, and/or other benefits, dependent on the position
offered.
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, commuting and
community-support agriculture (CSA)
- Paid parental leave
- Hybrid work model with catered lunches everyday (M-F), snacks,
and beverages in our SF & NY offices
- 401(k) plan enrollment
Keywords: A S S E M B L E D, Petaluma , Technical Support, IT / Software / Systems , San Francisco, California
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