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Assembled is a unified platform that orchestrates human agents and AI at scale for customer support operations. 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. The company is backed by $71M from NEA, Emergence Capital, and Stripe.
The Workforce Operations team is building AI agents to automate real-time workforce management—one of the most operationally complex parts of support operations. Today, workforce analysts spend their days monitoring live support volume, staffing, and performance, then making constant adjustments to keep coverage on track and response times fast. This team believes AI agents can assist with, and eventually autonomously make, many of these decisions, fundamentally changing how teams run their support operations.
This is a 0→1 product area built on top of Assembled's core workforce management platform. You'll get the ownership and ambiguity of building something new while working within a mature product with significant scale, existing complexity, and real customer workflows. The opportunity is to figure out what an AI-native approach to workforce operations looks like and build it for the real world from day one.
You'll own problems end-to-end: from understanding how workforce teams make decisions today, through the data models and systems that power those decisions, to polished product experiences that customers rely on every day. Representative projects include: building an AI agent for real-time workforce management that monitors support volume, staffing, and performance, identifies emerging problems, and recommends or takes action; giving the agent the context and tools it needs to make good decisions by combining live operational data, historical patterns, customer-specific policies, and Assembled's WFM platform capabilities; designing the control and observability layer for autonomous operations so workforce teams can understand what the agent sees, why it recommends an action, and when they want it to act automatically; and evolving the core Workforce Operations product to support increasingly real-time and automated workflows at scale and reliability customers expect.
REQUIREMENTS:
- 2+ years of experience building software products
- Shipped products end-to-end; can point to something taken from idea to production, explain product and technical tradeoffs made, and describe how customers responded
- Strong generalist who moves across the stack without ceremony and picks up new domains quickly; cares more about solving the problem than which layer it lives in
- Comfortable turning ambiguity into working software; has taken something where the product, technical architecture, or right abstraction wasn't obvious and driven it to a real outcome
- Cares about how systems behave in the real world; thinks about reliability, edge cases, noisy data, and what happens when software makes decisions affecting live operations
- Strong product judgment; doesn't just implement requirements but asks what the user is trying to accomplish and helps figure out the right solution
- Attention to detail; has caught yourself fixing misaligned pixels or rewriting error messages nobody asked you to because shipping something sloppy bothers you
NICE TO HAVE:
- Experience building AI agents or AI-powered products; has thought about evaluation, observability, tool use, guardrails, or earning user trust in autonomous systems
- Experience with real-time or data-intensive products; has built systems where fresh data, reliability, and making sense of many changing signals matter
