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Machine Learning Engineer Modeling Support
2 months ago
Job Description
The Customer Support Experience team aims to create better-than-human Customer Support experiences by providing better than human chatbot automation, and providing our support advocates real-time intelligent assistance empowered by Gen AI models. Cash App holds people's money, and building customers' trust is absolutely essential to our brand. Our team builds this trust by getting customers the help they need quickly, respectfully, and automatically.
Machine Learning is at the heart of our customer support, and we are looking for a senior modeler to build high-quality support experiences.
As a modeler on the Customer Support Experience team, you will:
Understand customer inquiries to deliver the help they need
Use smart tooling and recommendation systems for ML facilitated customer/support agent interactions
Engineer repeatable, high-throughput modeling pipelines
R&D on the next generation of chatbots using LLMs and AI
Technologies we use (and teach):
Python (Pandas, sklearn, TensorFlow, PyTorch, keras, etc.)
Snowflake and GCP
Transformer models (BERT, LLMs, etc.)
Qualifications:
Qualifications
You have:
A graduate degree in Computer Science, AI, ML, Applied Math, Stats, Physics, or a related technical field
Worked with Product, Design, and Engineering to prioritize, scope, design, and deploy ML models
A track record of providing mentorship and technical leadership
An appreciation for the connection between the software you build and the experience it delivers to customers
Additional Information
To find a location's zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.
Full-time employee benefits include the following:
Health Savings Account and Flexible Spending Account
Retirement Plans including company match
Employee Stock Purchase Program
Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
Paid parental and caregiving leave
Paid time off (including 12 paid holidays)
Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
Learning and Development resources
Paid Life insurance, AD&D, and disability benefits
These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our ** _ I+D page_** ** .**
Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. Because the material duties of this role involve direct or indirect access to sensitive personal or financial data, a criminal background check is required following a contingent offer of employment.
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.
While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.
