Senior Machine Learning Engineer (Modeling), Support

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

The Team

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.

You Will

• Build the Cashbot, Cash App’s customer support chatbot
• 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

You Have

• 5+ years experience with applied Machine Learning or Deep Learning
• 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

Technologies We Use and Teach

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

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

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.