[Hiring] Customer Success and Support Operations @Assembled

Role Description

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

Qualifications

• 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)