Senior ML Engineer, Customer Operations (Remote)

Monzo; Cardiff; On-site; GBP 115,000 - 150,000; Full time

Benefits offered by this job

Relocation to the UK

Visa sponsorship

Flexible working hours

£1,000 learning budget per year

Comprehensive benefits

Job summary

Monzo is building an ambitious ML Ops team in London/Cardiff/UK Remote to transform customer support using state-of-the-art ML, including LLMs, with a human-in-the-loop and COps integration. You will join 4 ML engineers embedded in product squads to deploy models that understand problems and route them efficiently across a growing global user base.

You’ll work with data scientists, backend/mobile/web engineers, product managers and ops specialists to ship production-grade ML solutions and

Qualifications

• Track record of developing and deploying advanced ML models with real business impact.
• Experience shipping deep learning, graph-based or sequence-based ML architectures to production.
• Experience writing production Python code with strong SQL skills; willingness to learn Go.
• Ability to own end-to-end problem solving from business problem to measurable outcomes.

Responsibilities

• Develop and deploy advanced ML models and routing solutions for customer support at scale.
• Collaborate with data scientists, backend/mobile/web engineers, product managers and COps.
• Route customers to the right COp and optimize routing across millions of users and staff.
• Automate resolution of support needs via autonomous agents and aid decision-making.

Skills

Python

SQL

Go

Machine Learning

Deep learning

Graph-based ML

Sequence-based ML

Production code

Microservices

Job description

Monzo is building an ambitious ML Ops team in London/Cardiff/UK Remote to transform customer support using state-of-the-art ML, including LLMs, with a human-in-the-loop and COps integration. You will join 4 ML engineers embedded in product squads to deploy models that understand problems and route them efficiently across a growing global user base.

You’ll work with data scientists, backend/mobile/web engineers, product managers and ops specialists to ship production-grade ML solutions and