Machine Learning is an integral part of how we design products, operate, and pursue Cash App’s mission to serve the unbanked as well as disrupt traditional financial institutions. Our massive scale and deep trove of transaction data create an endless number of opportunities to use artificial intelligence to better understand our customers and offer new products and experiences that can improve their lives. We are a highly creative group that prefers to solve problems from first principles; we move quickly, make incremental changes, and deploy to production every day. Check out our Machine Learning / AI blog here!
This role is part of our Cash App's ML team and will be deeply embedded within one of our product teams - here are the workstreams we're currently hiring for:
Support - Support AI Tooling
We aim to create better-than-human Customer Support Experiences by providing our support advocates real-time intelligent assistant 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 providing fast and reliable help whenever the customer needs through our advocates.
You will:
Experiment with state-of-the-art algorithms to improve knowledge retrieval and search efficiencyDevelop Natural Language Processing and Gen AI models to improve effectiveness of customer supportUse large language models to suggest responding messages to customer support advocates in real timeCreate data features and embeddings from various data structures, (text/non-text, bath/streaming)Collaborate with cross-functional teams to understand business needs and develop impactful solutionsCreate both batch and realtime models training and deployment designsContinuously monitor and evaluate the performance of machine learning models, making adjustments as necessaryPrepare and present reports on model performance and trends to stakeholders