support-operations
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Klaus Put Every Support Ticket on the Witness Stand
The cat mascot retired. Its sharpest idea did not: read every customer conversation, find the ones that matter, and turn quality assurance from spreadsheet archaeology into a working feedback loop.
Alex Marantelos Is Turning Customer Support’s Blind Spot Into a Feedback Loop
Before he taught AI to inspect customer conversations, Alex Marantelos learned operations by putting hundreds of artists onstage. Now the Intryc CEO is turning support quality from a tiny sample into a living system.
Supportbench
The Vancouver company betting that B2B support is a different sport than B2C - and building the account-aware help desk to prove it.
The 95% You Never Read
Most support teams hand-read roughly 5% of their conversations and make decisions on the other 95% by intuition. This story examines what actually changes operationally when a team reads 100% of conversations across voice, chat, email, surveys, social and reviews using Spiral by UJET: QA becomes real measurement instead of a scorecard exercise, emerging issues surface in days rather than quarters, and the contact-driver list turns into a product backlog. Turo's published three-month results anchor the case: average handle time down 28 seconds, CSAT up 5%, and improved SLA performance.
Assembled
Assembled is a San Francisco-based software company building the workforce management and AI agent platform for modern customer support teams. Founded in 2018 by three Stripe veterans, it now helps companies like Stripe, Robinhood, GoFundMe, Etsy, and Intercom forecast demand, schedule agents, and resolve a growing share of tickets with AI across chat, voice, and email.
Ryan Wang
Ryan Wang is the co-founder and CEO of Assembled, the AI-powered customer support platform trusted by Stripe, Robinhood, and Etsy. A former machine learning engineer at Stripe (employee #80), he co-founded Assembled in 2018 with his brother John Wang and Brian Sze after observing how hard it was to run exceptional support at scale. Assembled has raised $70.7M, including a $51M Series B led by NEA, and now manages contact centers with up to 20,000 agents across chat, email, voice, and workforce management.