Assembled

Lead product management for infrastructure, data, and integrations teams to deliver impactful solutions, collaborate cross-functionally, and evangelize product vision. | Minimum 3 years product management in enterprise SaaS, strong technical product skills, collaborative style, experience shipping complex products, strong communication, customer focus, analytical mindset, and willingness to work in-office 3-5 days a week. | 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 role Product Management at Assembled articulates the most important problems to solve in a way that will delight customers and grow the business. To do this, you should expect to partner closely with support teams at the world's best brands – small and large – and regularly meet with prospects to paint the vision and learn about their problems and what resonates. PMs here also grease the works across the company to make everything go smoother, from understanding impact to enabling teams to evangelizing new ways to leverage AI to shouting out wins. In this role, you will work with the 3 Engineering teams responsible for our infrastructure, data, and integrations, making up the platform that powers both workforce management and AI agents. Together you'll deliver data to unlock smarter forecasting, business decision-making, and insights; you'll contribute to infrastructure strategy and cost balancing; you'll make our growing set of integrations and APIs more robust and testable. You'll be innovating with new technologies like Snowflake data sharing, MCP, and SQL Data Mesh. Your day to day will include: Work with prospects and customers to deeply understand problems and needs. Research, partner across functions, and analyze feedback and usage data. Partner with internal teams to enable their roadmaps. You might be enabling people to build new dashboards in Hex; figuring out where embedding platform engineers with feature teams will dive scalability; or evolving integrations with platforms that power support, like Amazon Connect, Five9, and Genesys. Collaborate with engineering and design teams to design and deliver impactful solutions. Provide clear business context, requirements, and direction; remove blockers. Our team is highly collaborative and believes in people in all functions being able to contribute to product. Expect and empower rigorous discussion and debate. Evangelize the product vision and roadmap to internal and external stakeholders. Share the "why" behind key decisions and rally teams around the product strategy. Be the go-to-market voice for our platform technologies and roadmap. Foster a culture of experimentation and iteration. Design ways to test and validate new features or strategies, measuring impact & adoption and incorporating learnings. Drive product performance and key metrics. Report on insights to leadership and cross-functional teams and craft strategies to drive adoption and value. Champion high product quality. We hold a high bar for usability, visual design, as well as relevance to complex user workflows. Foster a fast-paced, growth-mindset, empathetic culture. The needs of our customers are changing quickly as companies grow (or shrink) and navigate new ways of working. At the same time, our company has more than doubled the number of customers in the past year. The ability to thrive in ambiguity and change and help us proactively shape the function and culture is critical. Qualifications Minimum of 3 years of product management experience in enterprise SaaS Strong technical product skills: you have or can quickly form perspectives on integration strategies, data stacks, and infrastructure choices Collaborative style, with a track record of building strong partnerships, trust, and respect across functions – especially with technical teams – and making the people around you more effective You've led and shipped complex, impactful products or platform initiatives that show you know how to handle tradeoffs and obstacles Strong written and verbal communication skills: this is a rigorous writing culture that welcomes discussion and feedback Customer orientation, with a passion for translating business problems into product solutions Analytical mindset and ability to meaningfully engage with data Technical fluency to drill into complex design and implementation challenges Excited to work in person in our New York office 3-5 days a week

As a Software Engineer on the AI Products Team, you will develop foundational new features and improve LLM model results. You will also engage with customers to understand their needs and help shape the team culture. | You should have 5+ years of experience in software engineering and a strong focus on customer problem-solving. Experience with LLMs and a collaborative mindset are essential. | 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 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 Responsibilities As a Software Engineer on the AI Products 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. About You 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. 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

As a Software Engineer on the AI Products Team, you will develop foundational new features and improve LLM model results. You will also engage with customers to understand their needs and help shape the team culture. | You should have 5+ years of experience in software engineering and a strong focus on customer problem-solving. Experience with LLMs and a creative approach to challenges are 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 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 Responsibilities As a Software Engineer on the AI Products 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. About You 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. 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

As a Voice AI Agent Software Engineer, you will build high-quality software for our voice AI platform and continuously improve AI capabilities through experimentation and data analysis. You will collaborate with cross-functional teams to tackle technical challenges throughout the full lifecycle of voice AI products. | Candidates should have 3+ years of experience in software engineering and strong proficiency in a modern programming language. A solid understanding of data structures, algorithms, and a passion for learning AI/ML technologies 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 Voice AI team is building autonomous AI agents that handle inbound calls for customer support, allowing human agents to focus on high-value interactions. This initiative is vital for our vision of creating the ultimate omni-channel AI customer support agent. After launching our AI Assist product, we've seen tremendous growth with a strong pipeline of deals, making this one of the fastest growing areas both inside our company and across the industry. We're currently one of the largest companies deploying voice AI in production at massive scale. By joining our team, you'll be on the cutting edge of this exciting trend, working with real-world deployments at leading tech companies. The engineering challenges are exciting and largely unsolved: achieving the perfect balance between AI agent intelligence, latency, cost, and scale while building autonomous voice agents that can reliably handle customer conversations. You'll be designing systems that scale across communication channels and pushing the boundaries of what's possible with current LLM and voice technology. Your Impact As a Voice AI Agent Software Engineer, you will be partnering with our team to build our new AI-based voice agent that answers inbound customer support calls. No prior AI experience is required – we'll provide on-the-job training and mentorship. This is a unique opportunity for a highly motivated and experienced software engineer to transition into AI development while working with a specialized team. Your Day-to-Day Building high-quality software for our voice AI platform, from rapid prototypes that push the boundaries of what's possible to production-ready, scalable solutions Continuously improving our AI capabilities and accuracy through experimentation, data analysis, and innovative approaches Implementing and optimizing LLM and voice technology while balancing intelligence, latency, and cost Collaborating across engineering and cross-functional teams to tackle challenging technical problems throughout the full lifecycle of our voice AI products - from ideation and prototyping to deployment and monitoring Responsibilities Build foundational voice features: Develop voice-specific product features from the ground up, such as implementing voice recognition capabilities powered by LLMs and intelligent categorization of incoming calls. You'll help design and build intuitive interfaces for support agents to monitor and interact with AI voice assistants. Improve LLM model results for voice applications: Enhance our voice recognition and generation engine using advanced techniques. You'll help us leverage implicit knowledge bases to improve model performance in voice contexts. Develop voice AI infrastructure: Architect the abstractions that enable integration of various types of LLMs tailored for voice applications. You'll design and implement evaluation and logging systems to monitor performance. Engage with customers: Collaborate with our customers (both support agents and managers) to understand how they interact with our voice product, and how we can improve their experience. Wear many hats: Be versatile in roles — coding, user research, planning, brainstorming, and cross-team collaboration. Shape the team culture: Encourage a startup mentality focused on product quality and taking initiative. About You You might be a good fit if you: Have 3+ years of experience in software engineering as an individual contributor Have strong proficiency in a modern programming language (Go, Python, C#, etc.) Have experience with distributed systems Possess solid understanding of data structures, algorithms, and software design principles Display an ownership mindset and proven track record of learning new technologies quickly Show enthusiasm and passion for learning AI/ML technologies (no prior experience required) Are highly ambitious and driven, setting high goals for yourself and others Put customers first, focusing on solving real problems 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 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

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

You will help build the foundation of Assembled’s integrations platform, ensuring that our products connect seamlessly with customer tools. This role involves developing and monitoring the systems that enable integrations, impacting customer experience significantly. | Candidates should have 5+ years of engineering experience, ideally with a background in building integrations, APIs, or distributed systems. Strong empathy for customers and the ability to navigate ambiguous problem spaces are essential. | 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 Role We’re looking for an experienced software engineer to help build the foundation of Assembled’s integrations platform. Our products, both workforce management and AI, are only as powerful as the ecosystems they connect to. As a member of the Integrations team, you’ll own the systems that make Assembled interoperable with the tools our customers rely on most, from CRMs and ticketing systems to internal knowledge bases, communication platforms, and AI model providers. This is a high-leverage role: integrations are often the first point of contact for customers adopting Assembled, and their reliability, scalability, and depth directly impact customer experience. You’ll work on both the underlying platform that enables integrations to be developed, scaled, and monitored, as well as the integrations themselves. By doing so, you’ll help us unlock new workflows and new customer segments, expanding the reach of Assembled’s products. Some projects owned by the Integrations team Unified integrations platform: We’re building a consistent framework for integrations, covering authentication, rate-limiting, retries, and error handling, so that new integrations can be developed and operated with confidence. Enterprise-scale connectors: Our largest customers rely on systems like Salesforce, Zendesk, and ServiceNow. We’re building robust, bi-directional integrations with these platforms to power scheduling, reporting, and AI-driven automation. Real-time sync pipelines: Many integrations require low-latency synchronization of data (e.g. agent schedules, tickets, or knowledge articles). We’re building pipelines that can reliably handle millions of events per day while maintaining consistency. Monitoring and observability for integrations: Integrations fail for reasons outside our control: API changes, expired tokens, third-party outages. We’re investing in systems that make failures visible and actionable for both our team and our customers. AI-native integrations: As we scale our AI agent products, we’re building integrations that allow AI to fetch, reason over, and act within customer systems in real-time. This requires not only traditional data syncs, but also secure action execution and guardrails. You may be a good fit if you: Have 5+ years of engineering experience, ideally with experience building integrations, APIs, or distributed systems Are excited to design and own a high-leverage platform that powers dozens of integrations across our product surface Have strong empathy for customers and understand that integrations are often mission-critical to adoption and trust Thrive in ambiguous, cross-functional problem spaces: balancing customer needs, security requirements, and technical constraints Enjoy working closely with product and go-to-market teams to understand which integrations drive the most impact Have familiarity with one or more parts of our stack: Integration surfaces: REST APIs, GraphQL, webhooks, streaming APIs Data sync & pipelines: Postgres, Snowflake, event queues, Redis Languages: Go and Python Infrastructure: AWS, Kubernetes, observability platforms (Datadog, Mezmo, CloudWatch)

Develop and execute outbound sales strategies to win new customers, manage full sales cycle including demos and negotiations, and collaborate cross-functionally to ensure customer success. | Minimum 5 years SaaS closing experience, ability to engage multiple C-suite stakeholders, strong communication skills, self-motivated, and comfortable in a fast-changing environment. | 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 Role We're looking for an Account Executive to help us win new customers. As an early member of the sales team, you'll be on the ground floor of building our sales team. We're looking for someone who is confident in generating their own pipeline and closing customers. You'll use your learnings from talking to customers to help us develop our go-to-market playbook and improve our operational processes as we scale. Responsibilities Identify high-potential businesses and verticals and develop and execute outbound strategies to bring them to Assembled Demonstrate an ability to multithread and access C-level executives Clearly articulate and demonstrate our value proposition, creating excitement and enthusiasm among prospects. Run effective sales processes from start to finish — including demos, negotiation, security and procurement Be a trusted advisor to prospective customers Work cross-functionally with Customer Success, Marketing and Engineering to ensure customers are onboarded and set up for success Use your learnings to build and iterate on our sales philosophy, playbook and processes About You Minimum of 5 years of closing experience selling a SaaS product Experience closing complex deals with multiple c-suite stakeholders High attention to detail with strong verbal and written communication skills Desire to learn Assembled's technical product and effectively communicate the platform’s value to potential customers Highly motivated self-starter who is eager to learn, open to feedback and excited about building a business ground up Team player who is highly collaborative, goal-oriented, and resourceful within their sales processes Comfortable working in a rapidly changing environment 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