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:

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

Technologies we use (and teach):

Python (Pandas, sklearn, TensorFlow, PyTorch, keras, etc.)

Snowflake and GCP

Transformer models (BERT, LLMs, etc.)