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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.
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.
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.
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.
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
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
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
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A modern workforce management platform built to scale great customer support. We help teams forecast support demand, manage team schedules, and uncover insights to improve their support operations.
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