Software Engineer, Assembled
Planning & Staffing Team
$125-220k
+ Stock options
Customer support workforce management platform
Job no longer available
Customer support workforce management platform
101-200 employees
Job no longer available
$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
- 5+ years of experience in software engineering as an individual contributor in full-stack environment
- Experience with translatable languages: Extensive back-end engineering experience in statically typed languages like Go, Java, or Rust
- Familiarity with ML packages and software: Experience using Python libraries like pandas, SciPy, and seaborn for statistical or predictive work
- Background in ML or algorithmic teams: Previous experience working on a machine learning or algorithmic team
- Passion for performance: A strong commitment to advancing both statistical and runtime performance, ensuring reliable and efficient forecasting and scheduling
- Product sense: You have consistently worked with product and design team to take ambiguous problems and turn them into technical stories
- Technical leadership: You have the ability to make well thought through technical trade-offs and have led code reviews or design conversations in the past
- You have experience leading the team of engineers as a technical lead or a senior team member responsible for the technical direction of the project
- Mentorship: You’ve helped mentor and coach other engineers who have then shown concerted, dedicated improvement in their abilities
What the job involves
- We work in project-based units of work
- We’re looking for a Software Engineer with senior level experience to take ownership over the technical direction of a project, provide a team with the technical leadership and mentorship, and take on key project initiatives
- Predicting contact volume: Developing forecasting interfaces, data pipelines, and inference servers to predict support contact volume and determine the optimal number of support agents required for specific days and times
- Scheduling 1000s of support agents: Designing and implementing interfaces to collect and store team preferences and customer business constraints (e.g., labor laws), enabling the creation of optimal schedules for teams of thousands of support agents based on these forecasts and constraints (check out https://en.wikipedia.org/wiki/Nurse_scheduling_problem)
- MLOps: Enhancing machine learning efficiency and operations to support rapid model deployment and iteration
- You’ll lead the technical architecture and implementation of new projects and features. You’ll help scope these projects and advise the design, product management, and leadership teams on the technical details of these projects
- You’ll provide technical mentorship to the rest of the engineering team and advise on topics such as systems design, engineering best practices, and managing technical debt
- You’ll participate in design and code reviews and be a go-to person to unblock technical challenges for your team
- You’ll serve as the subject matter expert for your team or project by providing guidance to internal partners and customers
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
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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