Block's Support ML Modeling team is looking to advance the state of intelligent, automated support through machine learning and generative AI to improve customer support experiences across their ecosystem.
Requirements
- 6+ years of experience in machine learning, applied AI, or product ML roles
- Demonstrated experience with language models, dialog systems, or generative AI in production
- Strong knowledge of NLP, deep learning, and ML infrastructure best practices
- Experience with speech processing or voice interfaces is a strong plus
- Proven ability to ship end-to-end ML features—framing problems, prototyping, training, evaluation, and deployment
- Experience designing scalable model pipelines and maintaining production ML services
- Python, PyTorch, TensorFlow, or JAX
Responsibilities
- Lead R&D efforts to explore and prototype next-generation chatbot architectures using LLMs, retrieval-augmented generation (RAG), fine-tuning, and real-time inference
- Design and deploy ML models powering conversational agents, including the support chatbot used across Cash App, Square, and other Block products
- Build generative AI systems that scale intelligently across multiple business units, adapting to diverse products, users, and use cases
- Advance voice support automation, enabling natural, responsive, and accurate voice-based interactions
- Develop systems to infer customer intent, enabling effective routing, triaging, and resolution of cases with minimal human involvement
- Create ML-powered tooling and real-time recommendation systems to assist support agents and enhance customer outcomes
- Engineer robust, reusable modeling pipelines capable of high throughput, rapid iteration, and easy deployment
Other
- Collaborate cross-functionally with product, engineering, design, and operations teams to ship impactful ML features at scale
- Excellent communication skills and a collaborative mindset
- Enthusiasm for R&D and pushing the boundaries of what AI can do for support
- Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class.
- We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process.
