Software Engineer, Assembled
AI Agents
$135-280k
+ Stock options
In office Monday and Thursday
2 days a week in office
Customer support workforce management platform
Be an early applicant
Customer support workforce management platform
101-200 employees
Be an early applicant
$135-280k
+ Stock options
In office Monday and Thursday
2 days a week in office
101-200 employees
Company mission
To create a support operations platform that helps companies maintain exceptional customer experiences, no matter what lies ahead.
Role
Who you are
- 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
What the job involves
- Our AI Products 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
- You'll 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
Our take
Assembled's platform helps companies manage and scale their customer support services. Customer service management is just one of the many areas that are being overhauled by digital transformation. Assembled helps streamline cumbersome and error-prone customer support processes - such as planning support rosters, forecasting demand, and evaluating team performance.
Assembled already counts companies like Zoom, GoFundMe and Stripe on its customer books, and finds huge opportunity in key industries like eCommerce and food deliveries that have been seeing massive digital overhauls. Having received significant investment, the company seems set on continued growth, with funds cited to support product development as well as help launch its CX Scholars initiative, that will commit a percentage of revenue to continuing education for support workers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2022
$51m
SERIES B
Mar 2021
$16.6m
SERIES A
Total funding: $70.7m
Company benefits
- Equity package
- Insurance coverage
- 401k
- CSA Credit
- Stipend for use at any Assembled customer
- Professional development stipend
- Wellness stipend
Company HQ
Mission District, San Francisco, CA
Leadership
Ryan Wang
(CEO & Co-Founder)Studied at the University of Chicago and worked as a Senior Consultant at The Greatest Good. Previously a Software Engineer at Stripe.
John Wang
(CTO & Co-Founder)Studied Computer Science at MIT and worked as a Freelance Software Developer before joining Stripe.
Brian Sze
(Co-Founder)A Stanford graduate who worked in Investment Banking at RBC Capital Markets. Previously Head of Business Operations at Stripe.
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