How do you scale exceptional customer support without losing the human touch?

In this episode, David sits down with Ryan Wang, Co-Founder and CEO of Assembled, to explore this very challenge. What started as a simple scheduling tool has evolved into an AI-powered customer support platform trusted by leading companies like DoorDash and Salesforce.

Ryan opens up about the realities of scaling a fast-growing company, balancing innovation with culture, leading through learning, and keeping mission and execution at the heart of everything. His insights offer a playbook for founders and leaders aiming to build resilient, adaptable organizations.

Takeaways:

• Understanding the Challenge of Scaling Support: Ryan Wang shares insights into the evolution of Assembled, beginning with a fundamental question: how to scale great customer support without losing efficiency..
• Wearing Multiple Hats: Ryan emphasizes the importance of diving into different roles within a company. For founders, this means deeply engaging with various functions, learning from their challenges, and understanding what excellence looks like.
• The Art of Networking: The conversation highlights the importance of connecting with top industry leaders to learn and seek guidance. Founders should prioritize genuine learning over mere networking, making it easy for mentors to share their expertise.
• Adaptability and Product Evolution: Assembled’s journey reflects the necessity of being adaptable. Ryan discusses the creation of a "new products" team to innovate without disrupting the existing structure, showcasing a strategic approach to product development.
• Facing Cultural Challenges: The transition to AI tools and methods posed cultural challenges at Assembled. Ryan acknowledges how these changes can strain company culture, advising that clear communication and integrating efforts can prevent breaking the company culture.
• Mission and Execution: Ryan and David discuss how a strong mission and purpose can act as a modern moat for companies

Quote of the Show:

• “As CEO, your job is to hold the line, even when it breaks hearts, because someone has to protect the long-term vision." - Ryan Wang

Links:

• LinkedIn: https://www.linkedin.com/in/ryanywang/
• Website: https://www.assembled.com/

Ways to Tune In:

• Substack: https://notanotherceo.substack.com/
• Spotify: https://open.spotify.com/show/1NQ9oAB2XKlgWeL8iEQXg0
• Apple Podcasts: https://podcasts.apple.com/us/podcast/not-another-ceo-podcast/id1751581707
• YouTube: https://www.youtube.com/@NotAnotherCEOPodcast
• Transistor: https://podcast.notanotherceo.com/

#NotAnotherCEO #BusinessSuccess #Assembled

Chapters:

00:00 Intro

01:22 Deep Dive into Leadership and Management

04:25 Networking with Industry Leaders

09:12 Balancing Multiple Roles as CEO

15:31 Transition to CEO Role

23:33 Evolution of Assembled's Product

29:13 Running Through Y Combinator

30:28 Demo Days and Team Dynamics

32:16 Staying on Top of Rapid Changes

35:53 The Concept of Moat in Business

40:22 Adapting to AI and Cultural Challenges

45:09 Future Vision for Assembled

47:42 Personal Background and Influences

52:45 Advice for Aspiring Entrepreneurs

55:15 Outro