AI Deployment Strategist

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. Backed by $70M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work.

Assembled is building AI agents that value what both AI and humans can bring to world-class customer support experiences. For our customers, getting to great resolutions is more important than simple containment, and gathering critical information, sharing context, and supporting human agents are all part of a great journey. In this role, you'll work closely with the world's best customer support teams to launch and scale amazing AI + Human experiences.

This role straddles Customer Success and Strategic AI Consulting and is closely connected to our Product team. You will be helping to create and scale the playbook with each deployment as we mature our customer-facing AI Agents for Voice, Chat, Email, and our support-agent-facing Copilot alongside Assembled's best-in-class workforce management platform.

Here's a bit more about the AI Products Team:

• A deep dive into the day to day life of the team

• Our CTO John's take on building out the team

• A technical article on how the team pioneered new LLM evaluation techniques

As the primary customer-facing representatives of our AI Products team, Deployment Strategists are primarily focused on ensuring the success of our early customers by driving adoption, quality, and tangible value. You will be the main point of contact for early adopters design partners, and scaling customers, leading implementation, conducting quality reviews, gathering and channeling feedback, and prioritizing actions to enhance customer outcomes. Your efforts will be instrumental in building product-market fit and scaling up for current and future customers.

This role is an excellent opportunity for a motivated individual to influence our company's trajectory significantly, collaborating directly with our co-founder and CTO, John Wang. You will shape how our AI Products evolve and transform support jobs across the industry, all while contributing to Assembled’s product vision.

• Pre-Sales & Proof-of Value Ownership: Engage with prospects during the sales process to build confidence and design compelling proof-of-value programs. You'll demonstrate the value of our AI Products to stakeholders across various customer organizations, adeptly navigating conversations with multiple decision-makers. As the primary point of contact throughout evaluation and early deployment, you'll partner with sales to accelerate deals by demonstrating product value and removing technical objections before contracts are signed.

• Workflow and Quality Management: Identify opportunities to automate more support volume, and guide customers through workflow setup and quality reviews, ensuring that product use aligns with their operational goals.

• Feedback & Improvement: Actively gather and communicate learnings and customer feedback to product and engineering teams. Identify top customer challenges and articulate them effectively to shape product improvements.

• Rapid Evolution: As the product (quickly) grows and the role evolves, you’ll expand into discovery and research for new product opportunities, helping the Assembled team enhance Assist and supporting the product’s growth. Your guidance and insights will enable Assembled to seamlessly integrate all customer-facing processes for Assist into our larger Customer Success organization, supporting our growth into a multi-product company.

• 5+ years in customer success or implementation at a fast-growing SaaS company, or experience in top-tier management consulting or hands-on project management. Traditional customer success experience isn’t required; candidates with founder, entrepreneurial, or business ownership backgrounds are also a great fit.

• AI Enthusiast and Change Leader: Brings a strong understanding of or genuine excitement for AI, and excels at driving change management to encourage AI adoption across teams. Able to champion AI tools, guiding others to integrate and leverage AI effectively, fostering a culture of innovation and hands-on usage.

• Customer-Centric: Experienced in navigating complex landscapes to identify and resolve customer pain points, with a strategic focus on executive stakeholder management and influence. Skilled in contributing actionable product insights to drive enhancements in customer experience and aligning customer and cross-functional teams toward shared outcomes.

• Adaptable & Resilient: Thrives in uncertain, rapidly changing environments. Embraces periods of intense activity and high momentum with energy and resilience, remaining steady and proactive in dynamic situations.

• Technical Aptitude: Enjoys digging into available data on how a product works and is comfortable picking up new technical skills when they will help unblock you. Works well internally with Engineers to build new features and functionality for customers.

• Innovative Problem-Solver: A creative thinker capable of finding unique solutions to challenges and creating new operational methods. Innovate by trying new strategies and creating and documenting new playbooks. As an early-stage product champion, proactively propose and implement solutions, moving forward without waiting for direction.

• Proactive & Driven: Takes initiative and drives progress independently, especially during challenging or stagnant periods. Shows an entrepreneurial spirit with a willingness to push boundaries, create opportunities, and make things happen where others might not.

• Team Player: Thrives in collaborative environments, working closely with engineers, designers, product managers, and business stakeholders to align on goals and account updates and become an integral part of the Assist team’s culture.

• 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, and commuting

• Paid parental leave

• Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices

• 401(k) plan enrollment