At a Glance
- Tasks: Deliver exceptional customer support while collaborating with AI and tech teams.
- Company: Join Assembled, a leading platform for AI-powered customer support.
- Benefits: Enjoy flexible work, professional development credits, and catered lunches.
- Other info: Hybrid role in London with opportunities for growth and learning.
- Why this job: Be part of a dynamic team transforming customer support with innovative technology.
- Qualifications: 2+ years in technical support, strong problem-solving skills, and a passion for helping customers.
The predicted salary is between 80000 - 104000 £ per year.
About Assembled
Great customer support requires human agents and AI in perfect balance, and Assembled is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI‑powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate.
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 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.
What You’ll Do
- 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: Develop deep expertise across Assembled's full product suite—both AI and WFM.
- Investigate and resolve technical issues: Dive into logs, query databases, debug API integrations, replicate errors, and troubleshoot across our stack.
- 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.
- Build for scale—not just the ticket in front of you: Look beyond individual issues to identify larger improvements.
- Manage up and collaborate fearlessly across the org: In our fast‑paced environment, proactive communication with your manager is essential.
Required Qualifications
- You have a growth mindset, embracing new ideas and feeling energized by change.
- 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.
- Excellent written and verbal communication skills across multiple support channels.
Technical Skills
- 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.
Ownership & Accountability
- You take full ownership of customer issues and drive them to resolution.
- You hold yourself accountable for quality in everything you ship.
- You’re self‑starting in your learning and growth.
Proactive Communication
- You take ownership of your work and are prone to action.
- You communicate clearly and concisely in writing.
- You ask thoughtful questions to understand the root of customer problems.
Customer‑Centric Mindset
- You genuinely enjoy helping customers succeed and can build trust with people from diverse backgrounds.
- You approach problems holistically, understanding the “why” behind customer questions.
Availability & Flexibility
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.
Interview Process
Our interview process is designed to give both you and us a comprehensive view of whether we're the right fit for each other. You can expect a multi‑step process that includes conversations with several team members across Support and other functions, as well as a technical assessment or take‑home exercise to showcase your problem‑solving approach.
Our benefits
- Monthly credits to spend on professional development, general wellness, Assembled customers, and commuting.
- Paid parental leave.
- Hybrid work model with catered lunches everyday (M‑F).
The estimated base salary range for this role is $100,000 - $130,000 per year. The base pay offered may vary depending on location, job‑related knowledge, skills, and experience.
We know great candidates don’t always meet every requirement listed in a job description. If the role excites you and you believe you can make an impact at Assembled, we encourage you to apply. We value diverse perspectives and are committed to building an inclusive workplace where everyone feels like they belong and has the opportunity to do their best work.
AI‑Powered Tech Support Specialist — Hybrid London employer: assembledhq
Assembled is an exceptional employer that fosters a collaborative and innovative work culture, where employees are empowered to take ownership of their roles and contribute to meaningful customer success. With a hybrid work model based in London, the company offers flexible working arrangements, professional development credits, and a strong emphasis on employee wellbeing, ensuring that team members thrive both personally and professionally. Assembled's commitment to continuous learning and growth, combined with the opportunity to work with cutting-edge AI technology, makes it an attractive place for those seeking a rewarding career in tech support.
StudySmarter Expert Advice🤫
We think this is how you could land AI‑Powered Tech Support Specialist — Hybrid London
✨Tip Number 1
Get to know Assembled's products inside out! The more you understand our AI and workforce management tools, the better you'll be at impressing during interviews. Show us how you can leverage your knowledge to enhance customer experiences.
✨Tip Number 2
Practice your communication skills! Whether it's through email, chat, or video calls, being able to convey complex technical concepts clearly is key. Try role-playing with a friend to nail down your responses.
✨Tip Number 3
Be proactive in your approach! During interviews, share examples of how you've taken ownership of customer issues in the past. We love candidates who can demonstrate their problem-solving skills and willingness to go the extra mile.
✨Tip Number 4
Don’t forget to ask questions! Show us your curiosity about Assembled and our customers. This not only demonstrates your interest but also helps you gauge if we're the right fit for you. Remember, we want to build a team that thrives together!
We think you need these skills to ace AI‑Powered Tech Support Specialist — Hybrid London
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We want to see that you’re genuinely excited about the opportunity to work with us at Assembled and help our customers succeed.
Tailor Your Experience:Make sure to highlight your relevant experience in customer support and technical roles. We love seeing how your background aligns with what we do, so don’t be shy about showcasing your skills in SQL, APIs, and troubleshooting!
Be Clear and Concise:Keep your writing clear and to the point. We appreciate well-structured applications that are easy to read. Remember, you’re demonstrating your communication skills, so make every word count!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive—just like we like our team members to be!
How to prepare for a job interview at assembledhq
✨Know the Product Inside Out
Before your interview, make sure you dive deep into Assembled's product suite. Familiarise yourself with the AI-powered agents and workforce management tools. Being able to discuss specific features and how they benefit customers will show your genuine interest and readiness to contribute.
✨Showcase Your Problem-Solving Skills
Prepare to discuss past experiences where you've tackled technical issues or customer challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help demonstrate your systematic approach to problem-solving, which is crucial for this role.
✨Emphasise Your Customer-Centric Mindset
As a tech support specialist, your ability to connect with customers is key. Think of examples where you've gone above and beyond to ensure customer satisfaction. Highlighting your empathy and determination will resonate well with the interviewers.
✨Be Ready for Technical Questions
Brush up on your technical skills, especially around SQL, APIs, and debugging methodologies. You might be asked to solve a technical problem or explain a complex concept. Practising these skills beforehand will help you feel more confident during the interview.
