Assembled is building the infrastructure that underpins exceptional customer support, empowering companies to deliver faster, better service at scale by simplifying the complexities of modern support operations. The Copilot team is specifically focused on building the bridge between human support agents and AI in customer support, aiming to elevate support with AI rather than replace humans.
Requirements
- Have strong fundamentals in a modern language (Go, TypeScript, Python, etc.) and comfort across backend or full-stack.
- Experience with LLMs (prompting, RAG, tool use), evals/observability, or safety/guardrails.
- Knowledge of support platforms (Zendesk, Salesforce, Freshdesk) or enterprise integrations.
- An taste for UX polish and accessible, trust-building UI for assistive features.
Responsibilities
- Build end-to-end Copilot features: drafting, summarization, translations, tone/brand alignment, and one-click workflows.
- Implement retrieval & reasoning pipelines (RAG, tools/actions), balancing quality, latency, cost, and safety.
- Instrument, evaluate, and iterate: define success metrics, run A/Bs, and evolve prompts/models with telemetry and evals.
- Collaborate across product, design, and infra to take ideas from sketch → prototype → production → monitoring.
- Contribute to our Copilot platform: shared evaluators, prompt libraries, offline/online testing, and guardrails.
Other
- Wide, diverse users: Build for many agent personas—different case types, tones, writing styles, tech comfort, and AI fluency—like a mash-up of consumer polish with B2B power.
- Raise the bar for “assisted,” not “sloppy autonomous”:
- Real impact at scale: Our AI copilots are already used and loved by thousands of agents daily (and the number is increasing rapidly), improving quality of life by automating the repetitive and spotlighting critical thinking and empathy.
- Have 3+ years as an individual-contributor engineer (startup/small-team impact a plus).
- Are fast-moving and love rapid iteration/experimentation.
- Are product-minded and customer-obsessed; you measure success by agent happiness and business outcomes.
- Thrive in ambiguity, own outcomes, and communicate crisply.
- No prior AI experience required (nice to have)—you’re excited to learn and ship.
