Block
Our purpose is economic empowerment.
Remote
Hybrid

Machine Learning Engineer (Modeling) - Support AI Tooling

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Employer Provided Salary: 139,000-245,400 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.

Company Description
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.
Check out our locations, benefits, and more at cash.app/careers.
Job Description
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 efficiency
  • Develop Natural Language Processing and Gen AI models to improve effectiveness of customer support
  • Use large language models to suggest responding messages to customer support advocates in real time
  • Create 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 solutions
  • Create both batch and realtime models training and deployment designs
  • Continuously monitor and evaluate the performance of machine learning models, making adjustments as necessary
  • Prepare and present reports on model performance and trends to stakeholders


Qualifications
You have:

  • Must be based in Pacific OR Mountain Time Zone
  • Bachelor's degree in Computer Science, Statistics, Mathematics, or a related field. A Master's degree is preferred
  • 5+ years of experience in machine learning, data analysis, or a related field
  • Proven experience in Deep Learning, Natural Language Processing, Large Language Models, Search & Recommendation
  • Strong knowledge of machine learning algorithms and data analysis techniques
  • Proficiency in programming languages such as Python or Java
  • Excellent problem-solving skills and attention to detail
  • Strong communication skills, with the ability to explain complex concepts to non-technical stakeholders


Technologies we use and teach:

  • Python (NumPy, Pandas, sklearn, TensorFlow, PyTorch, keras, etc.)
  • Snowflake, DataBricks, GCP, AWS
  • Classical classification / regression models


Qualifications
You have:

  • Must be based in Pacific OR Mountain Time Zone
  • Bachelor's degree in Computer Science, Statistics, Mathematics, or a related field. A Master's degree is preferred
  • 5+ years of experience in machine learning, data analysis, or a related field
  • Proven experience in Deep Learning, Natural Language Processing, Large Language Models, Search & Recommendation
  • Strong knowledge of machine learning algorithms and data analysis techniques
  • Proficiency in programming languages such as Python or Java
  • Excellent problem-solving skills and attention to detail
  • Strong communication skills, with the ability to explain complex concepts to non-technical stakeholders


Technologies we use and teach:

  • Python (NumPy, Pandas, sklearn, TensorFlow, PyTorch, keras, etc.)
  • Snowflake, DataBricks, GCP, AWS
  • Classical classification / regression models
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What are Block Perks + Benefits

Block Benefits Overview

At Block, we want to provide you with benefits, perks, and offerings that empower you to make choices for your life and what matters to you. We understand the importance of having quality care. So, whatever stage of life you’re in, we offer coverage and plans to support total health — physical, mental, and financial — for you and your family.

Culture
Volunteer in local community
Partners with nonprofits
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Pay transparency
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Fertility benefits
Vacation + Time Off
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Fitness stipend
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
Personal development training
Virtual coaching services
Apprenticeship programs

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