Senior Data Scientist – AI Customer Support & Safety

About the role

We are expanding our AI Solution Delivery team and need a senior data scientist to lead the design, development, and deployment of advanced NLP models that automate customer support operations. You will shape the technical direction, ensure scalability, and translate business goals into measurable data science solutions.

Key responsibilities

• Lead the full machine‑learning lifecycle from research and hypothesis testing to production deployment and ongoing maintenance.
• Convert complex business objectives into well‑defined data‑science problems with clear metrics.
• Design and build robust, scalable ML systems, including data analysis, annotation, and processing pipelines.
• Contribute to system architecture and integrate models with existing backend services and infrastructure.
• Monitor deployed models, detect concept drift, and proactively address performance issues.
• Mentor junior team members and support onboarding programs.
• Automate repetitive tasks and propose innovative solutions that drive business impact.
• Communicate technical concepts and findings clearly to both technical and non‑technical stakeholders.

Required profile

• At least 5 years of professional experience in data science or machine learning with a strong focus on NLP.
• Previous software‑engineering experience is a plus.
• Academic background in a quantitative discipline such as Computer Science, Mathematics, or a related field.
• Proven ability to design, test, deploy, and monitor production‑grade ML models.
• Experience with experimental design, hypothesis validation, and measuring solution effectiveness.
• Solid understanding of security, risk, and control concepts in production environments.

Required skills

• Python
• Pandas, NumPy, Scikit‑learn
• Advanced NLP techniques
• Classic machine‑learning and deep‑learning methods
• MLOps practices and production monitoring
• Event systems and deployment environments
• Streaming, batch, and asynchronous data processing
• Software system design principles
• Security, risk, and control concepts

What we offer

• Opportunity to help create fair choices for millions of people across 1,100+ cities in 48 countries.
• Access to mentoring, career consulting, and continuous learning programs.
• Collaboration with diverse teams worldwide.