Data Scientist, ML (Agentic, CX)

📋 Description

• Build and deploy ML models for customer support (intent, escalation, orchestration).
• Design evaluation frameworks with LLM reviews, human feedback loops, and metrics.
• Develop propensity, segmentation, and personalization models for proactive outreach.
• Translate agent architectures into production systems (prompts, retrieval, memory).
• Maintain response quality and reliability at scale with product, engineering, legal, and compliance partners.
• Based in Menlo Park, CA and New York, NY with in-person attendance at least 3 days/week.

🎯 Requirements

• You have strong Python and SQL skills, with experience building and evaluating machine learning systems end to end.
• You have experience with agent-based AI systems, including reasoning loops, tool use, memory, retrieval-augmented generation, and orchestration.
• You have experience designing experiments and applying causal inference methods, including A/B testing and measurement design.
• You are comfortable working through ambiguous problems and collaborating with partners across product and engineering.
• Experience building and evaluating agent-based systems for production use.
• Experience developing recommendation, ranking, or personalization systems at scale.

🎁 Benefits

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with bonuses, equity, and 401(k) matching.
• 100% paid health insurance for employees; 90% for dependents.
• Lifestyle wallet — flexible benefits spending account.
• Employer-paid life and disability insurance, fertility benefits, and mental health benefits.
• Time off to recharge including holidays, paid time off, sick time, parental leave, and more.