Assembled, an operating system for modern customer support teams, has secured $16.6 million in Series A funding. Emergence Capital led the round with participation from Stripe, Basis Set Ventures and Felicis Ventures.
March 11, 2021— Assembled, the operating system for modern customer support teams, today announced the close of a $16.6 million Series A. The round was led by Emergence Capital, with participation from Stripe, Basis Set Ventures, and Felicis Ventures.
Assembled’s platform empowers teams to deliver timely and effective customer support by putting the right person in the right place at the right time. As part of the raise, Emergence Capital General Partner Jake Saper will join Assembled’s board.
As more companies move their businesses online, great customer support has become table stakes for leading brands, a trend that has only been accelerated by the move to remote work. These teams play an increasing role in driving growth at product-led businesses like Notion and handle sophisticated operational functions at companies like Stripe and GoFundMe. Legacy tools and homegrown options have failed to keep up with the evolving needs of modern support, particularly in an environment where teams are increasingly distributed.
“Today’s customer support teams operate in a dynamic, increasingly remote environment vastly different from that of a decade ago,” said Jake Saper, Emergence General Partner. “But it’s shocking to learn how many support teams are still operating out of spreadsheets. At Emergence, we believe that Support Ops will become a critical complement to support teams, much like DevOps has become for developers. Having initially built their product to manage Stripe’s support function, we believe the Assembled team is the world’s best to build the core operating platform for Support Ops.”
In a short time, Assembled has become central to the support operations for modern support teams expanding across new support channels, geographies, and specializations. The platform provides 1) accurate forecasts and the visibility they need to make intelligent staffing decisions 2) tools to optimize the tedious process of managing schedules and 3) insights to improve team productivity in real-time. More broadly, the product allows teams to navigate the balance between fast response times and team efficiency, team productivity, and team happiness.
“We’ve all had that one encounter with customer support that breaks your trust in a product or service,” Assembled Co-Founder and CEO, Brian Sze. “Consumers and businesses have more choice than ever and many public platforms to voice their opinions. Our mission at Assembled is to help companies turn customer support into a competitive advantage, by ensuring your support team puts its best foot forward with every human interaction.”
Assembled meets users where they work, integrating with Zendesk, Google Apps, Slack, Kustomer, Intercom, Salesforce Service Cloud, and more.
The company has seen immense growth in the last 12 months:
Net retention: 160%
300% year over year growth
5X customer growth
“Assembled has made it so much easier for Ro to scale our member experience team to best serve our patients,” said Zach Reitano, Ro CEO. “The tools are self intuitive and dynamic; especially the trend feature which tells us in real-time how we’re running compared to forecast. Assembled gives us the transparency and data to run our daily operation and plan for the future.”
Founded in 2018 by an ex-Stripe team of Brian Sze (CEO), and brothers: John Wang and Ryan Wang. Assembled builds software to transform and elevate customer support. Its workforce management platform helps teams run their support operations, including forecasting support demand, building staffing plans, managing team schedules, and tracking and improving team performance. Customers include Stripe, Notion, Ro, GoFundMe, Harrys, Daily Harvest, and more. Visit www.assembled.com and for the latest news follow @assembledhq.
Emergence is the leading venture capital firm focused on early-stage enterprise software companies. Its mission is to be the most important partner to the companies that are changing the way the world works. The firm’s investments’ current market capitalization is over $400B and includes companies such as Zoom (ZM), Veeva Systems (VEEV), Box (BOX), Bill.com (BILL), SuccessFactors (SFSF, acquired by SAP), Yammer (acquired by Microsoft), ServiceMax (acquired by GE), and Intacct (acquired by Sage). For more information on Emergence, visit www.emcap.com and follow @emergencecap.