Total 2 job vacancies by Block

The Support ML team aims to create better-than-human Customer Support experiences. Cash App holds people’s money, and building customers’ trust is absolutely essential to our brand. Providing fast and reliable help whenever the customer needs it is a major component of building that trust. 

As a member of the team, you will design, build and launch customer support features. We build our services over Cash App's ever-evolving infrastructure, and as a senior engineer on the team, you will embrace these changes and scale our tech stack to promote future evolvability. This is an exciting opportunity to make a direct, tangible impact on our product and work on projects that are critical to the business’s success. You'll be reporting to an Engineering Manager and working on a distributed team with members in the USA, Taiwan, Melbourne and Perth.

You Will:

• Be responsible for designing, building and managing the distributed services that enable us to automatically solve customer problems in real-time.

• Creatively solve challenging technical problems at scale, collaborating with engineers located here in Melbourne, Perth, Taiwan and the US.

• Demonstrate high code quality, good test coverage and other engineering best practices 

• Work hand-in-hand with ML Modelers to identify and integrate new data sources, heuristics and models, allowing us to scale our customer support operations.

• Collaborate with product, analysts, and modelers on planning and implementing great customer support experiences 

• Have autonomy to research and achieve outcomes with support when you need it

• Contribute to the growth of our development capabilities through mentoring and supporting fellow engineers

• Own your solutions from design through to operation: we are all on the pager!

• Tracking generating and managing training records, attendance and documents 
• Maintain and ensure content is up to date on the LMS
• Coordinate events, prepare materials, send out invited and schedule training 
• Adhoc administration to the wider team
• Support Instructional Designers with the creation of blended learning programs, exercises and activities that enhance the learning process
• Maintain project documentation and periodic reporting including TNA, skills gap analysis