Case Study: Stripe achieves fast global support response times with Assembled

Stripe steers a global support team to fast response times

Stripe, a global fintech support organization with 1,000+ agents across 13 offices, needed a better way to manage staffing for chat, email, and phone support. Before using Assembled, Stripe’s workforce management team relied on manual spreadsheets and fragmented schedule tracking, making it difficult to maintain fast response times and get real-time visibility into distributed staffing.

With Assembled, Stripe centralized scheduling and workforce planning across offices, with teams either scheduling directly in Assembled or sending schedules via API. Assembled gave Stripe end-to-end visibility into global staffing, real-time dashboards for SLA, wait times, backlog, and agent activity, and an intuitive scheduling workflow that helped the team quickly adapt. The result was better scheduling adherence, faster issue detection, and stronger ability to hit response-time and staffing goals across a globally distributed support network.

Stripe

Adrien Seldon

Workforce Manager