Customer Service jobs in United States

Founding Data Scientist @ Gradient Labs

At Gradient Labs, we're on a mission to make exceptional customer service the norm.

Founded in 2023, we've quickly gone from an idea to a growing team with customers you know (and probably love). Our AI agent helps businesses handle even the trickiest, high-stakes customer support queries safely and effectively, all while giving them the visibility and control they need to trust the outcomes.

We're a small but mighty team of builders from leading companies like Monzo, Pleo, and Google. We work in a hybrid model from our London office, a short walk from Liverpool Street Station, where we collaborate and connect 2-3 days a week.

If you're excited to join as the first official data hire at a company entering a pivotal growth stage and help us shape the future of customer operations, we'd love to hear from you.

As a Founding Data Scientist, you will...

As a Founding Data Scientist, you'll be the driving force behind data-informed decision making across the company. You'll build the analytics infrastructure that powers our product development, customer success, and business strategy, turning complex data into actionable insights that accelerate our growth.

• Own the Analytics Function: Establish and lead our data analytics function, defining our strategy, building the team, and creating scalable processes that drive our rapid growth.
• Design and Build Our Data Infrastructure: Architect and implement a modern data stack, leveraging the latest generative AI capabilities to empower data-driven decisions across the company.
• Drive Data-Informed Customer Success: Partner with our customer-facing teams to build dashboards and analytics tools that uncover customer usage patterns, predict churn risks, and identify expansion opportunities. You'll be responsible for turning raw customer data into actionable, strategic recommendations.
• Define and Align on Key Metrics: Establish our core North Star metrics and KPIs across product, customer, and business performance. Build automated reporting that ensures the entire company is aligned on what matters most.
• Democratise Data Access: Champion a data-driven culture by building self-service analytics tools and training teams to answer their own questions with data.

We're looking for someone who

• Embraces the startup Journey: You're eager to join a fast-paced environment and are ready to challenge yourself and grow quickly. This is a rare opportunity to build the data analytics function from the ground up and make a significant impact.
• Has a natural curiosity for Data: You look beyond the surface-level numbers to understand the "why" behind them. You're driven to find the root cause of an anomaly and believe every data point tells a story.
• Combines technical skill with domain obsession: You're an expert with SQL and can quickly master new tools. However, what truly sets you apart is your relentless focus on understanding our customers and product, using your technical skills to drive that understanding.
• Is excited by the power of AI: You're passionate about leveraging AI to analyse unstructured data, automate processes, and uncover insights that would be impossible with traditional analytics methods.
• Brings genuine intellectual curiosity: You believe in our mission to transform customer operations with AI and are motivated by the challenge of shaping this future, not just by having a job.

Why join Gradient Labs?

This is a unique opportunity to be the founding analytics hire at a company that's fundamentally changing how businesses operate. You'll work at the intersection of cutting-edge AI technology and real-world business impact, with access to rich datasets about how AI agents perform in production.

You'll have significant autonomy to shape our analytics strategy and build a world-class function from the ground up. As we scale from 20 to 200 people, you'll play a critical role in maintaining our data-driven culture and ensuring most decisions are informed by insights.