Senior ML Scientist, Customer Ops — Automate & Route Support

Embedded Shishya; United Kingdom; On-site; GBP 115,000 - 150,000; Full time

Benefits offered by this job

Relocation assistance

Visa sponsorship

Flexible hours

Learning budget £1000/year

Distributed UK presence

Job summary

Monzo is seeking a Machine Learning Engineer in Operations to transform customer service using state-of-the-art ML techniques, including LLMs, to build a human-in-the-loop system that augments automation with COps. You will be one of four ML engineers embedded in product squads, collaborating with data scientists, engineers, PMs, researchers and designers.

You will own end-to-end ML initiatives, shipping production-ready models and intelligent routing for customer support at scale, with a focus

Qualifications

• Track record of developing and deploying advanced ML models with measurable impact.
• Experience shipping deep learning, graph-based and sequence-based ML architectures to production.
• Proficient in production Python code and SQL; eager to learn Go for backend services.

Responsibilities

• Understand customer problems and support needs from diverse inputs.
• Route customers to the right COps and optimize routing across millions.
• Automate resolution of customer needs via autonomous agents.
• Aid decision-making and pattern detection in support data.

Skills

Deep Learning

Graph ML

Sequence ML

Python

SQL

Go Lang

Tools

Go lang

Job description

Monzo is seeking a Machine Learning Engineer in Operations to transform customer service using state-of-the-art ML techniques, including LLMs, to build a human-in-the-loop system that augments automation with COps. You will be one of four ML engineers embedded in product squads, collaborating with data scientists, engineers, PMs, researchers and designers.

You will own end-to-end ML initiatives, shipping production-ready models and intelligent routing for customer support at scale, with a focus