Lead Customer Engineer, ASAPP
+ Stock options
Generative AI for contact centers
Open for applications
Generative AI for contact centers
201-500 employees
Open for applications
+ Stock options
201-500 employees
Company mission
To elevate human performance through the power of generative AI.
Role
Who you are
- Our best Customer Engineers are relentless problem-solvers who know how to navigate the power of GenerativeAI to deliver real outcomes
- 5+ years of relevant experience (product manager, consultant, founder, engineer, etc.)
- Deep technical skills—able to understand and shape complex AI agent designs
- Strong communication and relationship-building skills with executive stakeholders
- Comfortable working in fast-moving environments where you shape solutions and build them
- Track record of driving business outcomes through technology
Desirable
- Computer Science, Engineering, or Math degree—or equivalent technical experience
- Experience with Generative AI, Agentic AI, or conversational AI technologies
- Background in product management, engineering, or technical leadership roles
What the job involves
- Lead AI transformations as an L3/L4 Customer Engineer, driving GenerativeAgent implementations for the world's biggest brands
- This role is for someone who digs into complex business problems, builds great AI solutions, and scales them to millions of users
- You'll own the AI agent building process during customer onboarding, partnering with junior engineers to deliver results
- You'll work closely with strategic customers as their AI advisor, taking a "do what it takes" approach to help them get maximum value from GenerativeAgent
- You'll partner with every team: Go-To-Market, Engineering, Product, and leadership—becoming a key source of customer insight that shapes our product roadmap
- Own customer implementations, bringing an entrepreneurial creativity and "do what it takes" urgency
- Craft implementation strategy for complex enterprise environments
- Build and optimize enterprise AI agents with customers—understanding their workflows, pain points, and goals
- Work as strategic advisor with customer executive teams to define their AI roadmap
- Run feedback loops with Engineering—influence features based on customer needs
- Guide and mentor L1/L2 Customer Engineers in execution and customer thinking
- Lead beta testing and drive adoption of new AI capabilities
Our take
With around 70% of purchases driven by customer experience, call centres are an important part of many large companies' sales operations. But call centres have a problem retaining skilled agents, with high pressure and workloads leading to a turnover rate more than double other workforces. ASAPP is aiming to fix that by providing AI tools to support call centre agents by reducing their data entry and reporting workload.
ASAPP is by no means alone in this space, with other startups such as Lang, Gong and Cogito entering the AI call-centre market along with growing interest from giants such as Amazon and Google. But it's early start (ASAPP was founded in 2014) and focus on development of its NLP models gives it an edge that it seems set to retain, with a client base consisting of enterprise companies such as jetBlue, EY and American Airlines.
In 2024, ASAPP continued to lead the way in generative AI for contact centers, with the launch of its GenerativeAgent product, redefining customer service by automating 99% of interactions and boosting efficiency and satisfaction. With strong partnerships and a history of success, ASAPP is ready for even more growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2021
$120m
SERIES C
May 2020
$185m
SERIES B
Total funding: $380m
Company benefits
- Learning & Development: We understand the importance of fostering continuous learning and growth among our team members. To support this, we offer comprehensive training programs and a range of career development opportunities. These initiatives are designed to help you acquire new skills and expertise, as well as refine your existing talents
- Comprehensive Health Benefits: We believe that you are at your best when you’re healthy. We provide comprehensive medical, vision, and dental coverage for you (and your family) and a monthly gym reimbursement to help keep you at your best
- Daily Catered Meals: Food not only fuels our endeavors but also acts as a catalyst for ASAPP team members to bond and recharge. In each of our offices, we offer a variety of snacks, beverages, and catered meals (or food stipends) to facilitate this experience
- 401K Program: While we strive to shape the future of customer interactions for enterprises, we prioritize the financial well-being of our by offering company-sponsored retirement accounts. Moreover, we provide contribution matching to empower them to save for their future (US only)
- Family Leave: At ASAPP, we prioritize the significance of family, including quality time and support. So, we provide comprehensive benefits such as maternity, paternity, and family sick care leave
- Vacation: We have lofty ambitions to create norm-changing experiences but also recognize the importance of allowing our team to unplug and reset. We offer a vacation program that gives you the time to enjoy life experiences outside of the workplace
Company HQ
World Trade Center, New York, NY
Leadership
Gustavo Sapoznik
(Founder & CEO)Studied at the University of Chicago, before founding ASAPP in August of 2014.
Salary benchmarks
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