Customer Success and Support Operations (Contractor)

ABOUT ASSEMBLED Great customer support requires human agents and AI in perfect balance, and Assembled https://www.assembled.com/customers 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. Backed by $71M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work. OVERVIEW We're looking for an experienced operator to join Assembled's Customer Success & Support team in a contractor role. The core of this role is work to drive operational execution and excellence each day — primarily through renewal processing in Salesforce and back office tasks that require precision and throughput. You'll also support Tier 1 ticket handling and data quality work that feeds directly into the customer experience. This role is best suited for someone who has operated across support, CS, implementation, or sales functions. Ideally, you’ve had startup clients as an IC or on a BPO program. You understand that back office work is customer-facing work, even when you're not talking to customers directly. Exact responsibilities will evolve based on business needs, and we're looking for someone who can flex with that. This is a remote, contract role based in the Philippines, requiring overlap with US business hours (PST or EST preferred). WHAT YOU'LL DO - Process customer renewals end-to-end in Salesforce, following established workflows (this is a high-volume, detail-intensive core responsibility) - Support Tier 1 ticket handling in Zendesk — triaging, routing, and resolving common issues per playbook - Maintain data accuracy across tools and flag discrepancies or anomalies to the team lead - Contribute to documentation and process improvement as workflows evolve - Take on additional operational tasks as the needs of the business shift - Handle back office CS operations tasks including account updates, data hygiene, and queue management in Salesforce - Audit and clean account data in Salesforce to ensure accuracy of the source information powering AI-generated account summaries for CSMs WHAT WE'RE LOOKING FOR - 3–5 years of experience across support, CS, sales ops, or revenue operations - Proven ability to operate across functions and adapt quickly as priorities shift - Hands-on Salesforce experience with a track record of accurate, high-volume data work - Proficiency in Excel or Google Sheets for reporting and operational tracking - Familiarity with Zendesk or a comparable support platform - Customer-centric mindset. You understand how back office accuracy translates to customer outcomes - High attention to detail. You catch errors before they become problems - Comfortable using AI tools to increase throughput, but holds a high bar for output quality — you own what goes out the door regardless of how it was produced - Expert communicator — English fluency is table stakes; what matters is your ability to write clearly, set expectations precisely, and represent the team well in any customer-facing or internal context - Highly reliable with a strong track record of follow-through — this role operates with autonomy and we need someone who doesn't need to be chased - Comfortable working async with a US-based team; strong written communication across Slack, email, and ticketing tools - Adequate WFH setup required: stable high-speed internet connection, a working computer meeting minimum specs, headset, and a quiet dedicated workspace - Availability to overlap with US business hours (PST or EST preferred) NICE TO HAVE - Experience supporting multiple GTM functions (Support, CS, Sales) within the same org - Familiarity with workforce management tools (bonus if you've used Assembled) 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. We look forward to hearing from you! For United States Applicants: Assembled participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. For United Kingdom Applicants: Assembled is required to verify your right to work in the UK and will conduct a Right to Work check prior to employment in accordance with applicable law.