Technical Support - Workforce Management

Voice AI Space; City of London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading technology support firm in the City of London seeks a Technical Support Specialist. The ideal candidate has over 2 years in a technical customer-facing role at a SaaS company, experience with SQL and APIs, and a passion for solving customer problems. Responsibilities include aiding customers via email and Slack and representing their needs to improve product direction. The role offers flexibility and the chance to build internal processes.

Qualifications

• 2+ years in a technical customer-facing role at a SaaS company.
• Experience working with SQL, APIs and integrations.
• Strong attention to detail and a demonstrated track record of learning new skills.

Responsibilities

• Delight our customers by creating great experiences when they need help.
• Provide expertise on Assembled’s product to help customers.
• Investigate new issues in the product and fix them.

Skills

Customer empathy

SQL

APIs

Technical aptitude

Excellent communication

Persistence

Job description

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.

The Role

As a company building for support teams, we take special pride in the support we provide to our customers. We're expanding our Technical Support team and looking for strong technical generalists who love working with customers and are excited to build a world-class support organization. You'll interact with customers of our Workforce Management product over email and 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

• 2+ years in a technical customer-facing role at a SaaS company

• Experience working with SQL, APIs and integrations

• Customer empathy: You genuinely enjoy solving customer problems and can collaborate effectively with people from all walks of life.

• Strong technical aptitude and troubleshooting skills: You're not afraid to roll up your sleeves and query our database or replicate an API error. You have strong attention to detail and a demonstrated track record of learning and applying new technical skills.

• Persistence and resourcefulness: You have the grit, determination, and resilience to push through roadblocks in highly unstructured environments.

• Excellent communication: You write quickly, concisely, and clearly. You can break down complex concepts into easily digestible pieces and are comfortable hopping on an occasional customer call.

• 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: You understand the importance of reliability and are available to work 9am-6pm GMT and participate in occasional holiday coverage as needed.