Software Engineer, Workforce Operations

🏢 Assembledhq · 📍 San Francisco, CA · 💼 onsite · ⏰ FullTime

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Position Summary & Responsibilities

About Assembled

Assembled helps companies scale great customer support. As consumers, we’ve all been there. You need help, you’re stuck on hold or going in circles with an AI, and your problem still isn’t solved.

Behind great support is a complex operational problem: thousands of people and AI agents working across teams, time zones, and products as new problems emerge. Assembled gives support leaders the tools to manage that complexity, from AI agents that resolve customer issues to software that forecasts demand, builds schedules, and makes intraday adjustments.

More than 400 companies, including DoorDash, Salesforce, Stripe, and Sephora, trust Assembled. We've raised $71M from NEA, Emergence Capital, Stripe, and Basis Set Ventures and have offices in San Francisco, New York, and London.

About the role

The Workforce Operations team is building AI agents to automate one of the most operationally complex parts of workforce management: running support in real time. 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. We believe 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. It’s an opportunity to figure out what an AI-native approach to workforce operations looks like—and build it for the real world from day one.

What you'll work on

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 from this team:

🎯 Candidate Preparation Guide For Assembledhq Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

Assessing customer support operations mastery, workforce management logic, and enterprise product intuition.

📋 Preparation Priorities (Key Areas to Clarify):

1. Treating customer support as a cost center rather than a strategic business differentiator.
2. Lack of structured analytical frameworks for capacity planning or workforce management.
3. Over-reliance on generic SaaS playbooks without understanding specialized support workflows.

✨ Recommended Role Alignment Hook:

I help scale support operations by transforming workforce management and team capacity planning into a competitive advantage.

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