Software Engineer, Assembled
Scheduling
$125-220k
+ Stock options
Customer support workforce management platform
Open for applications
Customer support workforce management platform
101-200 employees
Open for applications
$125-220k
+ Stock options
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
- You’re product-focused. You have customer empathy, and the things you build always keep the end-user in mind. You often think about how your work impacts the overall user experience
- You’re excited about working on all parts of the stack. You’re comfortable hopping between Typescript/React in the frontend and Go in the backend, and maybe even our infrastructure in AWS when you’re feeling adventurous
- You enjoy solving hard problems that have both product and technical ambiguity. Many of the problems in the support space have existed for decades without great solutions. They are often a mix of both product challenges (how do we transform a complex agent workflow into an intuitive user experience?) and technical challenges (how do we process rapidly-changing agent state data in near-realtime?)
- You love working in collaborative environments. Assembled believes that great work happens through collaboration, and our working style reflects that. Projects typically involve working with multiple different teams and customers, so strong communication skills, both verbal and written, will be a huge plus
What the job involves
- We’re looking for a Product Engineer to join our Scheduling team. As a Product Engineer, you will take ownership of multiple parts of Assembled’s scheduling product, driving projects from start to finish. Your work will directly impact the largest customer support teams in the world (think teams with tens of thousands of agents!) by allowing managers to schedule their agents efficiently, while still providing agents with the flexibility they need
- This role is highly cross-functional - we work closely with all functions at the company: designers, product managers, customer support, marketing, and sales. Thus, our Product Engineers are often involved in various aspects of their projects, from discovery calls with customers to design reviews with the UX team
- Some projects shipped by the Scheduling team:
- Staffing timeline: our core scheduling tool that enables managers to efficiently schedule their agents (it’s also the most feature-rich page at Assembled)
- Time off management: a platform that allows agents to request time off and managers to review those requests while ensuring there’s enough agent coverage
- Real-time notifications: a way for managers to be immediately notified about anomalies in agent coverage and other key staffing metrics
- Shift swaps: an agent-facing feature that allows agents to exchange their shifts in a way that gives them more flexibility while still ensuring adequate coverage
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
Company
Employee endorsements
Career progression
"At Assembled, because of the companies rapid growth, I constantly feel like I'm working on big, impactful projects that push me way outside of my..."
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 values
- Act like a support agent - It's a mentality and an operating principle. It means meeting every challenge with rigor, empathy, and efficiency. Doing it because you care. Listening first, solutioning next.
- Get on the plane - We are biased towards action, and don’t wait to pitch in, help out, or to go the extra mile, every time. Sometimes, you just need to get on the plane — literally and figuratively.
- Make feedback a gift - The beauty of Assembled is rooted in the interplay of two traits — our diversity of perspectives and backgrounds and our willingness to give and receive feedback.
Company HQ
Mission District, San Francisco, CA
Articles
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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