Technical Support Specialist Job at Assembled (London)

Job Description

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.

Job Responsibility

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 share your wins in #shipped. Help shape new support channels and operational models as we grow
Manage up and collaborate fearlessly across the org: In our fast-paced environment, proactive communication with your manager is essential. Give and receive feedback early & often, surface blockers before they become issues, share status updates on your priorities and progress, and provide upward visibility on customer health, critical issues, and support trends. Work closely with teammates within Support as well as across CSMs, Engineering, Product, Sales, Finance, Legal, and more. Partner on customer calls and in tickets, leveraging context to deliver better outcomes faster. Embrace feedback as a gift and contribute to our culture of continuous learning. Remember: Assembled is your team and title—align early & often, step in wherever needed to drive customer success.

Requirements

Minimum 2+ years in a technical customer-facing role at a SaaS company or start up with full customer journey support
Hands-on experience with SQL, APIs, and integrations
Demonstrated ability to learn technical concepts quickly as well as deliver complex troubleshoot steps to customers
Excellent written and verbal communication skills across multiple support channels
Strong technical aptitude with attention to detail and systematic problem-solving approach
Comfortable working with databases, APIs, developer tools, and debugging methodologies
Experience with web technologies, SaaS platforms, cloud-based systems, or emerging technologies
Ability to understand and communicate technical concepts to both technical and non-technical audiences
Experience & interest in effectively leveraging AI products, workforce management software, or support operations platforms
You take full ownership of customer issues and drive them to resolution, even when the path forward is unclear
You hold yourself accountable for quality in everything you ship—whether that's a customer response, a documentation update, or an internal process
You're self-starting in your learning and growth, seeking out resources and feedback to continuously improve
You follow through on commitments and communicate proactively when priorities shift or obstacles arise
You take ownership of your work and are prone to action. You don't wait to be told what to do, but you also share information early and often, proactively communicating your progress, challenges, blockers, decisions to ensure alignment with your team and manager
You communicate clearly and concisely in writing, making complex topics accessible
You're comfortable escalating issues appropriately and know when to pull in additional resources
You ask thoughtful questions to understand the root of customer problems and organizational priorities. You demonstrate thought partnership
You actively contribute recommendations, suggestions, and ideas to improve processes, products, and customer experiences. You're resilient and persistent—100 "nos" don't discourage you from continuing to share your insights and advocate for what you believe will drive better outcomes
You genuinely enjoy helping customers succeed and can build trust with people from diverse backgrounds. You balance empathy with technical rigor, ensuring customers feel heard while driving toward solutions
You approach problems holistically, understanding the "why" behind customer questions
You embody "Assembled is my team and my title"—stepping in wherever needed to ensure customer success
We're a startup building something special, and we need people who are energized by that challenge. You're willing to participate in rotating weekend coverage and holiday support as needed. You're comfortable adapting to changing schedules, channels, and operational requirements as we scale.

What we offer

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)
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
flexible PTO and support holistic wellbeing

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