The problem
Support leaders juggle separate tools to staff in-house agents, BPO vendors and AI, and miss service levels
What they do
Workforce management plus AI chat, email and voice agents for support teams
Traction Hundreds of support teams (Stripe, Robinhood, Etsy); 100k agents scheduled monthly
Hiring trend
- Open roles
- 16
- Ops roles
- 2
- Headcount
- ~132
Shrinking: ~143 (Q3 2025) to ~132 staff (Sep 2026), est. −8 to −13% YoY
Hiring in
- San Francisco
- New York
- Remote (US)
Glassdoor
3.2 ★ 39 reviews ↗Funding
- Last round
- $51M
- Stage
- Series B
- Date
- May 2022
Led by NEA
- Hiring+1.516 open roles on the live job board (10–29 roles = +1.5)
- Funding recency0Series B · $51M, May 2022 (53 months ago): over 24 months = 0
- Traction+0.75Some growth: Hundreds of support teams (Stripe, Robinhood, Etsy); 100k agents scheduled monthly
- Red flags−22 significant flags in the last 24 months, −1 eachHeadcount shrinking ~8–13% YoY (≈155 peak in late 2025 to ~132 by Sep 2026) with no new round since May 2022; Jul–Aug 2026 Glassdoor reviews report most of the exec team leaving in 6 months, 'constant restructuring' and staff departuresCrustdata, Sep 2026: 132 employees; Sales −46%, Eng −14%, Ops −44% YoY ↗ · Revelio Labs: 155 staff Q4 2025 → 142 Q1 2026 ↗ · LinkedIn: 132 employees (Oct 2026) ↗ · Glassdoor, Aug 2026: 'most of the exec team has left in the last 6 months' ↗ · Glassdoor, Aug 2026: 'constant restructuring' ↗ · Glassdoor reviews page: 3.2 (39 reviews), senior mgmt 2.9 ↗ · TechCrunch, May 2022: last round, $51M Series B ↗
- Total0.251.5 + 0 + 0.75 − 2 = 0.25 → Cool-down
Cool-down rule: score under 1.5 and the last round is over 24 months old, with shrinking headcount or layoffs.
Distance (10K) is a separate read on how long the lead can last. It doesn't change the score.
Distance
10K · edge: hard to leave
A modern challenger in contact-center WFM, where NICE holds roughly a third of seats ahead of Verint/Calabrio and Genesys, while its AI agents face better-funded Decagon, Sierra and Intercom; shrinking team adds exposure.
Sources: ProductBeacon State of WEM 2026: NICE contact-center WFM share leader (32.1%, DMG) ↗ · Assembled's own NICE review: NICE 33.8% of WFM seats (DMG, 2025) ↗ · Mordor/GII 2026 contact-center WFM report: Assembled listed 8th behind NICE, Genesys, Verint, Calabrio ↗ · ARR Club, Aug 2026: Decagon hit $100M ARR in AI customer support ↗
Watch-outs
Headcount shrinking ~8–13% YoY (≈155 peak in late 2025 to ~132 by Sep 2026) with no new round since May 2022; Jul–Aug 2026 Glassdoor reviews report most of the exec team leaving in 6 months, 'constant restructuring' and staff departures
Sources: Crustdata, Sep 2026: 132 employees; Sales −46%, Eng −14%, Ops −44% YoY ↗ · Revelio Labs: 155 staff Q4 2025 → 142 Q1 2026 ↗ · LinkedIn: 132 employees (Oct 2026) ↗ · Glassdoor, Aug 2026: 'most of the exec team has left in the last 6 months' ↗ · Glassdoor, Aug 2026: 'constant restructuring' ↗ · Glassdoor reviews page: 3.2 (39 reviews), senior mgmt 2.9 ↗ · TechCrunch, May 2022: last round, $51M Series B ↗
Last checked Oct 25, 2026