Machine Learning Engineer (Modelling) - Customer Support

Job Description

The Customer Support Automation team aims to develop superior Customer Support Experiences than human-provided services. Our company Cash App handles people's money, and building trust with our customers is paramount for our reputation. Offering fast and trustworthy assistance whenever a customer requires it is a crucial part of building that trust.

Machine Learning lies at the core of our automation strategy, and we are seeking a senior modeler to spearhead our automation initiatives across new Support platforms. As a modeler on the Customer Support Automation team, you will:

• Train and implement NLP models that comprehend customer inquiries
• Conceive and drive the vision for new Customer Support Experiences
• Expand groundbreaking model techniques to handle Cash App's massive data volume
• Forge the future of conversational experiences using Large Language Models

We are a versatile team that blends profound technical expertise with a focus on superior customer experiences. If you aspire to be at the cutting edge of converting emerging technologies into tangible value, we invite you to join us!

Technologies we utilize (and provide training in):

• Python (NumPy, Pandas, sklearn, TensorFlow, , keras, etc.)
• Snowflake and GCP
• Transformer models (BERT, T5, LLMs, etc.)

Qualifications

You possess:

• 5+ years of experience in applied Machine Learning or Deep Learning
• A postgraduate degree in Computer Science, AI, ML, Applied Math, Stats, Physics, or a related technical field
• Experience in working with Product, Design, and Engineering to prioritize, scope, design, and implement ML models
• A proven history of offering mentorship and technical leadership
• An understanding of the relationship between the software you create and the experience it provides to customers

Additional Information