Assembled builds the infrastructure that underpins exceptional customer support, empowering companies like CashApp, Etsy, and Robinhood to deliver faster, better service at scale. With solutions for workforce management, BPO collaboration, and AI-powered issue resolution, Assembled simplifies the complexities of modern support operations by uniting in-house, outsourced, and AI-powered agents in a single operating system. Backed by $70M in funding from NEA, Emergence Capital, and Stripe, and driven by a team of experts passionate about problem-solving, we’re at the forefront of support operations technology.
The TeamOur Assist Team is building autonomous AI agents that handle the most challenging aspects of customer support and let human agents focus on high-value interactions. After launching the product's go-to-market motion, the Assist product line grew 5x in just 3 months to millions of ARR, with a strong pipeline of deals for even more growth.
We're already deploying our systems at leading tech companies like Canva, Patreon, and Babylist, giving us complex real-world scenarios to solve with rapid feedback loops. The engineering challenges are significant: building autonomous agents that can reliably handle customer interactions, designing systems that scale across communication channels, and pushing the boundaries of what's possible with current LLM technology.
Operating as an team led by CTO John Wang, we're focused on eliminating low-leverage support work and helping agents send faster, more accurate replies.
Examples of what you might work on:
Scaling LLMs with Golang
Enhancing RAG results with Reciprocal Rank Fusion and Hybrid Search
Pioneering new LLM evaluation techniques
As a Software Engineer on the Assist Team, you will:
Build foundational new features: Develop product features from the ground up, such as implementing translation capabilities powered by LLMs and intelligent categorization of incoming tickets. You’ll help design and build a workflow builder that distills the complexity of workflows into a simple, intuitive interface, making powerful tools accessible and easy to use for support agents.
Improve LLM model results: Enhance our retrieval augmented generation engine using techniques like vector search, document re-ranking, and hypothetical document embeddings. You’ll help us leverage implicit knowledge bases like past tickets and macros to improve model performance.
Develop LLM Infrastructure: Architect the abstractions that enable the integration of various types of LLMs tailored for different applications. You’ll design and implement evaluation and logging systems to monitor performance and build interfaces that expand our platform's capabilities.
Engage with customers: Collaborate with our customers (both support agents and managers) to understand their needs, how they interact with our product, and how we can improve their lives.
Wear many hats: Be versatile in roles — coding, user research, planning, brainstorming, interviewing, and cross-team collaboration.
Shape the team culture: Encourage a startup mentality that’s all about staying positive, aiming for top-notch product quality, and taking initiative.
You might be a good fit if you:
Have 5+ years of experience in software engineering as an individual contributor.
Are highly ambitious and driven and set high goals for yourself and others.
Put customers first, focusing on real problem-solving and making life easier for support agents.
Enjoy fast-paced environments and can quickly adjust when new insights come from customers or prospects.
Have a bit of a maverick streak that helps you come up with creative solutions for tough problems.
Have made a noticeable impact on small teams and have solid experience contributing in startups or smaller companies.
Have worked with LLMs and are excited to dive into them every day.
Stay humble and open to feedback, value teamwork, and are always ready to learn and grow.
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
Assembled Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Assembled and has not been reviewed or approved by Assembled.
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Healthcare Strength — Core medical, dental, and vision coverage, along with life and disability insurance and mental-health support, are explicitly included. FSA options and named carriers indicate a rounded healthcare package.
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Wellbeing & Lifestyle Benefits — Recurring lifestyle value comes from monthly wellness/professional development credits, a CSA credit, commuter benefits, and daily in‑office meals/snacks. A home‑office stipend and pet‑friendly offices add everyday support.
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Equity Value & Accessibility — Equity is part of total compensation across roles, adding ownership potential to the package. Performance bonuses further contribute to upside beyond base pay.
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What We Do
Industry leaders like Etsy, Robinhood, and Stripe trust Assembled to provide customer-facing AI agents and workforce planning at scale. We automatically resolve millions of interactions through chat, email, and phone while optimizing staffing for hundreds of thousands of support professionals. Our mission is to elevate customer support through AI-powered software that makes life easier for customers and employees.
Why Work With Us
Assembled is built on the belief that great teams, like great support agents, lead with empathy, ownership, and action. We work transparently, give and receive feedback as a gift, and show up for each other across roles. It's a culture where titles take a back seat to impact, and everyone’s invested in building something that truly supports people.
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