Software Engineer – Vendor Management

Assembled is building software to transform and elevate customer support teams, which often represent 20-50% of the people at a company. Our workforce management platform helps some of the fastest-growing, most innovative companies in the world—including Stripe, Etsy, and Robinhood—to schedule, forecast, and organize their support teams. We’ve raised $70m in funding from the likes of NEA, Emergence Capital, and Stripe itself. You’ll be joining a special group of people who learned the ropes at companies like Stripe, Google, Atlassian, Twitter, Airbnb, Looker, NEA, Bain, and more.

Assembled is building software to transform and elevate customer support teams, which often represent 20-50% of the people at a company. Our platform helps some of the fastest-growing, most innovative companies in the world—including Stripe, Etsy, and Robinhood—to automate support tickets, schedule, forecast, and organize their support teams. We’ve raised $70m in funding from the likes of NEA, Emergence Capital, and Stripe itself. You’ll be joining a special group of people who learned the ropes at companies like Stripe, Google, Atlassian, Twitter, Airbnb, Looker, NEA, Bain, and more.

We’re looking for a Product Engineer to join our Vendor Management Team. As a Product Engineer, you will take ownership of multiple parts of Assembled’s vendor management product, driving projects from start to finish. Your work will directly impact the largest customer support teams in the world (think teams with tens of thousands of agents!) by allowing our top customers to manage their outsourced support at scale. The vendor management side of the product is still nascent. We launched in 2023, and already the product is used (and was instrumental in closing) 6 out of our top 10 customers. As a result, we’re a small scrappy team that has a lot of ground to cover. Our Product Engineers are often involved in various aspects of their projects, from discovery calls (and going onsite!) with customers to design reviews with the UX team to writing support articles ahead of a product launch.

Some projects shipped by the Vendor Management team:

• Schedule Integrations: We built out a platform to integrate with vendors and pull in all of their agents along with agents schedules — a level of visibility they weren’t able to get to without Assembled.
• Vendor scorecard (in progress): We’re currently building out a way for customers to set goals for their vendors, track their vendors’ progress against these goals, and incentivize competition across vendors to be a high performer (and thus receive a higher % of support volume).
• Custom Permissions: We built a platform for allowing customers to configure arbitrarily complex permissions, and keep data silo’d within a vendor. You can read more about the project here.

About you

• You’re product-focused. You have customer empathy, and the things you build always keep the end-user in mind. You often think about how your work impacts the overall user experience.
• You’re excited about working on all parts of the stack. You’re comfortable hopping between Typescript/React in the frontend and Go in the backend, and maybe even our infrastructure in AWS when you’re feeling adventurous.
• You enjoy building from 0-1. You’re a natural builder and have a combination of product, design, engineering, and communication skills. Ideally you’ve launched your own side projects or have experience working at an early stage start up.
• You enjoy solving hard problems that have both product and technical ambiguity. Many of the problems in the support space have existed for decades without great solutions. They are often a mix of both product challenges (how do we transform a complex agent workflow into an intuitive user experience?) and technical challenges (how do we process rapidly-changing agent state data in near-realtime?).

The estimated base salary range for this role is $125,000 – $220,000 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.