Lead Machine Learning Scientist, Customer Operations

Responsibilities

• The challenges are significant: we aim to transform customer service by reducing the time and effort required to resolve issues, enhancing customer confidence and satisfaction. As part of Operations, you’ll be at the forefront of our mission to provide unparalleled customer support experiences.
• Your role will be pivotal in leveraging state-of-the-art machine learning techniques (including LLMs and autonomous agents) to understand customer problems. You will lead the development of an effective human-in-the-loop system that augments automation with the efforts of our support workforce (who we call COps). This allows us to more expediently and efficiently predict, identify, disambiguate, and route customer problems at scale to support a rapidly expanding company with global ambitions across multiple geographies.
• You’ll be working closely with a team of Machine Learning Scientists in Operations, embedded in product squads alongside data scientists, backend, mobile and web engineers, product managers, user researchers, designers, and operations specialists.
• As a technical individual contributor, you’ll be providing technical leadership and shipping highly impactful ML-based solutions. You’ll be embedded in a cross-functional product squad, working closely with product managers, data scientists, backend engineers, and designers in an agile environment. You’ll also be a technical leader within the wider Machine Learning discipline, helping to steer technical work and drive up standards.
• Leading the design and development of advanced Machine Learning models, exploring how LLMs, RAG, and sequence-based architectures can drive improvements in query resolution and routing.
• Providing technical leadership to drive up levels of technical expertise and best practice across the Machine Learning discipline, leading by example and mentoring others.
• You have a multiple year track record of excellence leading the development and deployment of advanced Machine Learning models to tackle real business problems preferably in a fast moving tech company
• You have experience developing and shipping deep learning, graph-based, and/or sequence-based ML architectures to production and delivering business impact
• you want to be involved in building a product that you (and the people you know) use every day
• You're excited about fast-moving developments in Machine Learning and can communicate those ideas to colleagues who are not familiar with the domain

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