Block, Inc. is looking to revolutionize customer support experiences across its ecosystem (Cash App, Square, etc.) by advancing intelligent, automated support systems powered by machine learning and generative AI technologies. The goal is to develop scalable, high-impact solutions like customer-facing chatbots and internal agent tools to enhance support quality, efficiency, and accessibility.
Requirements
- 10+ years of experience in machine learning, applied AI, or product ML roles with strong technical expertise
- Extensive experience in delivering end-to-end ML features from problem definition to deployment and maintenance
- Hands-on experience with language models, dialog systems, or generative AI in production environments
- Strong foundation in natural language processing (NLP), deep learning, and ML infrastructure best practices
- Proficiency with technologies such as Python, PyTorch, TensorFlow, or JAX
Responsibilities
- Lead the end-to-end delivery of multiple ML initiatives, including planning, design, deployment, documentation, and ongoing maintenance
- Partner strategically with risk, product, engineering, design, and operations teams to define and execute long-term ML roadmaps based on industry trends and domain expertise
- Identify new ML/AI opportunities, advise leadership on strategic tradeoffs, and guide the team’s technical direction
- Drive research and development efforts exploring next-generation chatbot architectures utilizing LLMs, RAG, fine-tuning, and real-time inference techniques
- Design, deploy, and maintain ML models powering conversational agents such as support chatbots across various Block products
- Develop ML-powered tools and real-time recommendation systems to enhance support agent productivity and improve customer outcomes
- Act as the technical representative for your team’s systems and programs, effectively communicating work and results to stakeholders and external audiences
Other
- Proven leadership skills with the ability to influence cross-functional teams and guide technical direction
- Excellent communication skills to effectively present work to leadership and stakeholders
- Enthusiasm for research and development, with a focus on pushing the boundaries of applied AI in conversational systems
- Remote work flexibility to support work-life balance
- Block is an equal‑opportunity employer committed to fostering an inclusive environment.
