Assembled

Lead the technical vision and architecture of a new design system focusing on component APIs and token architecture. | 3+ years frontend experience with proven design system ownership and deep TypeScript expertise. | About Assembled Great customer support requires human agents and AI in perfect balance, and Assembled is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate. Backed by $71M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work. The role At Assembled, we're rebuilding how design and engineering create products from the ground up — a brand-new design system and the AI-native workflows that bring it to life. We're looking for a Software Engineer to lead the technical vision for that work: defining the architecture of the system, building the infrastructure around it, and helping shape the next generation of design-to-code workflows. Working closely with our Design Systems Designer, you'll make foundational decisions that influence every product team at Assembled — from component APIs and token architecture to performance, accessibility, developer experience, and how AI coding agents generate production-quality UI. What you'll do Own the technical direction of our design system, from token architecture and components to tooling, testing, and adoption Shape how AI coding agents build UI, through component APIs, documentation, guardrails, and developer workflows Modernize our frontend foundations, including component architecture, tooling, and development patterns Raise the bar for frontend quality, including performance, accessibility, responsiveness, and interaction detail Build the infrastructure that keeps the system reliable at scale, including testing, visual regression, CI/CD, and versioned releases Establish frontend best practices across teams, helping engineers build more consistent, maintainable, and high-quality user experiences Influence product decisions early, surfacing technical constraints, tradeoffs, and opportunities throughout the design process We're looking for someone who: Has 3+ years of experience building frontend products, with meaningful ownership over architecture and technical direction Has owned or significantly evolved a design system used across multiple teams or products Has deep frontend expertise, including TypeScript, component architecture, and modern frontend tooling. Has raised the quality bar of a product, improving performance, accessibility, usability, and interaction design Has strong product and design instincts, with a sharp eye for craft and user experience Communicates clearly and collaborates effectively, especially across engineering and design Is excited about AI-assisted development workflows, and how design systems can help guide and accelerate AI-generated code Nice to have Experience with our full stack: React, Storybook, and data visualization libraries such as visx, D3, or Chart.js Experience building B2B SaaS or highly interactive, data-rich applications Our U.S. benefits Generous medical, dental, and vision benefits Flexible time off Monthly credits for professional development, general wellness, Assembled customers, and commuting Paid parental leave Catered lunches every day (M–F) and fully stocked SF office 401(k) plan enrollment The estimated base salary range for this role is $160,000 - $270,000 per year. The base pay offered may vary depending on location, job-related knowledge, skills, and experience. Stock options are provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. We know great candidates don’t always meet every requirement listed in a job description. If the role excites you and you believe you can make an impact at Assembled, we encourage you to apply. We value diverse perspectives and are committed to building an inclusive workplace where everyone feels like they belong and has the opportunity to do their best work. We look forward to hearing from you! For United States Applicants: Assembled participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. For United Kingdom Applicants: Assembled is required to verify your right to work in the UK and will conduct a Right to Work check prior to employment in accordance with applicable law.

Manage mid-market customer portfolios to drive retention and expansion through cross-functional collaboration and business reviews. | Requires 3+ years in customer-facing or operational roles with strong relationship-building and stakeholder management skills. | About Assembled Great customer support requires human agents and AI in perfect balance, and Assembled is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate. Backed by $70M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work. The Role You’ll be in on the ground floor of a company that’s building software that uniquely solves a universal and acute problem within all service organizations. We’re proud of the momentum we’ve achieved with early partners that include many of the most innovative services teams like Etsy, Samsara, Brooks, Carta, and Notion. The Mid-Market Customer Success Manager is tasked with working with our growing customer base and working closely with cross-functional partners to deliver clear value, retain and renew customers while unlocking growth and expansion opportunities. In working with our Mid-Market customer accounts, you’ll manage multiple executive-level stakeholders to consult on best practices and drive business outcomes. You’ll help these customers get maximum value out of Assembled by understanding and achieving their priorities. You will have a big hand in everything we do from refining our post-sales customer journey to creating an account expansion strategy and serving as the Voice of Customer internally to prioritize customer feedback on our roadmap. You will manage customer relationships from post-implementation through renewal, creating advocates and Assembled champions along the way. You are focused on ensuring that customers achieve full ROI and grow our partnership. You will be responsible for regular Business Reviews and end-user trainings for customers across the globe. You'll use your learnings from talking to customers to help us improve our product, develop go-to-market playbooks, and improve our operational processes as we scale. This is a high-priority team within Assembled with exposure to cross-functional leadership and a large level of responsibility that will help accelerate your career. Responsibilities Manage a portfolio of Mid-Market customers as you help them achieve their goals on Assembled and drive business outcomes with senior stakeholders Project-manage customer initiatives with internal & external stakeholders, collaborating cross-functionally (often with product, solutions, sales, etc) to drive results Proactively monitor and manage the health of the customers in your portfolio by identifying areas of risk and creating success plans for your book of business Drive high-impact, cross-functional projects such as customer journey maps, business review strategy, training documentation, etc Be hands-on with the product to ensure customers are fully educated on how to best leverage Assembled to achieve their goals and maximize ROI. Drive customer renewals and mitigate churn within your book of business Identify and execute on areas of growth and expansion in your portfolio of customers About You Relationship building & managing up: You enjoy developing relationships and can collaborate effectively with a wide range of constituents, adjusting your messaging accordingly. At Assembled, we’d expect you to regularly interact with C-level execs, support agents, and engineers alike. You don’t give up: You have the grit, determination and tenacity needed to push through roadblocks within highly unstructured environments. You are comfortable operating independently. You have a track record for getting things done: You know how to juggle competing priorities and drive towards outcomes. You can think strategically while being in the weeds: You can identify key trends and insights from customer conversations and the broader market to connect the dots on what we should do on go-to-market and product. You have a growth mindset: You're not afraid to try things you've not done before and failing. You thrive on feedback and are a self-starter. You are a great team member: You are collaborative, humble, and helpful. You are available to help your teammates when needed and can balance your priorities with the overall team's. You get on the plane: You are willing and able to travel to meet with customers in person for onsite training, business reviews, and executive engagement. Preferred: 3+ years of experience in customer-facing, operational, and start-up environments. Workforce Management Experience is a bonus. We know great candidates don’t always meet every requirement listed in a job description. If the role excites you and you believe you can make an impact at Assembled, we encourage you to apply. We value diverse perspectives and are committed to building an inclusive workplace where everyone feels like they belong and has the opportunity to do their best work. We look forward to hearing from you! For United States Applicants: Assembled participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. For United Kingdom Applicants: Assembled is required to verify your right to work in the UK and will conduct a Right to Work check prior to employment in accordance with applicable law.

You will build foundational evaluation infrastructure and automate knowledge generation to improve AI agent performance. Additionally, you will optimize AI agent accuracy and develop intelligence infrastructure to support enterprise deployment. | Candidates should have 5+ years of software engineering experience and a passion for building systems that enhance AI performance. Experience with retrieval systems and knowledge bases is also important. | About Assembled 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 Team Our Agent Intelligence team is focused on maximizing AI agent performance and driving volume automation across voice, chat, and email channels. This team is vital for our vision of creating the ultimate omnichannel AI customer support agent and represents one of the fastest growing areas both inside our company and across the industry. We're currently one of the largest companies deploying AI agents in production at massive scale, working with enterprise clients like Canva, Etsy, and Ramp. The engineering challenges are significant and largely unsolved: building sophisticated evaluation systems, automating knowledge generation, optimizing AI agent accuracy, and creating the infrastructure needed to continuously improve agent intelligence at scale. Your Impact As part of the Agent Performance Engineering team, you'll be working on the core systems that make our AI agents smarter, more accurate, and more capable of handling complex customer interactions. You'll be building the evaluation frameworks, knowledge automation systems, and intelligence optimization tools that directly impact our ability to automate customer support at enterprise scale. Responsibilities Build foundational evaluation infrastructure: Develop comprehensive evaluation systems from the ground up, including golden dataset creation, automated benchmarking, and model comparison tools. You'll help create the frameworks that enable us to measure and optimize AI agent performance across all communication channels. Automate knowledge generation: Design and implement systems that automatically create synthetic guides, documentation, and metadata to improve agent knowledge bases. You'll work on cutting-edge approaches to knowledge extraction and augmentation. Optimize AI agent accuracy: Enhance our retrieval systems, implement advanced prompt optimization techniques, and build tools that continuously improve agent responses through automated evaluation and refinement. Develop intelligence infrastructure: Architect systems that enable rapid model upgrades, A/B testing of different AI approaches, and scalable evaluation pipelines that support enterprise deployment. Drive volume automation: Focus on the north star goal of maximizing automated resolutions across voice, chat, and email by building the intelligence systems that make it possible. About You You might be a good fit if you: Have 5+ years of experience in software engineering as an individual contributor Have experience with AI evaluation systems, data pipelines, or AI model optimization Are passionate about building systems that measure and improve AI performance Have worked with retrieval systems, knowledge bases, or information extraction Enjoy building tools and infrastructure that enable other engineers and AI systems to perform better Are highly ambitious and driven, setting high goals for yourself and others Put customers first, focusing on solving real problems that impact support quality Enjoy fast-paced environments and can quickly adjust when new insights emerge Have a bit of a maverick streak that helps you come up with creative solutions Have made a noticeable impact on small teams and have solid experience in startups or smaller companies Stay humble and open to feedback, value teamwork, and are always ready to learn and grow Technologies You'll Work With Python/Golang for evaluation systems and data processing LLMs and prompt optimization frameworks Vector databases and retrieval systems AI evaluation and benchmarking tools Data pipeline and automation infrastructure Our U.S. benefits 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