Data Scientist, Gorgias
LLM Pipeline focus
eCommerce customer support helpdesk
Job no longer available
eCommerce customer support helpdesk
201-500 employees
Job no longer available
201-500 employees
Company mission
We believe that next version of commerce should be more open and anyone should be able to be a part of it, as a merchant or a customer. We believe decentralized commerce is better for everyone.
Role
Who you are
- You should join us if you want to ship stuff fast without sacrificing quality
- Experience: 2 years of experience in statistics, prompt engineering and LLM pipelines
- Technical Skills: Proficiency in programming languages such as Python/SQL, large-scale data analysis, and prompt engineering tools and frameworks
- Analytical Skills: Strong problem-solving abilities with a keen eye for detail and an understanding of how to work with AI to create a system with business impact
- Communication: Excellent written and verbal communication skills, with the ability to articulate complex concepts to both technical and non-technical stakeholders
- Education: Masters degree in STEM (science, technology, engineering and mathematics), or a related field
- If you're excited about shaping the future of AI-driven customer support and want to make a significant impact, we'd love to hear from you
What the job involves
- You'll be joining our dynamic Automate team, a cross-functional group dedicated to revolutionizing customer support in the e-commerce space
- The Automate team consists of talented Software Engineers, Machine Learning Engineers, Product Managers, and Designers, all working collaboratively to push the boundaries of AI-driven customer support
- As a Data Scientist focused on LLM at Gorgias, you will play a crucial role in developing, refining, and enabling our AI Agent, designed to automatically address and resolve shopper requests for our merchant clients
- Beyond prompt engineering, you'll be instrumental in scaling the AI Agent's capabilities by developing the right LLM strategies to enable our services
- You will work closely with our ML Engineers, Product Managers, and Software Engineers to create, optimize, and implement solutions that enhance the efficiency, accuracy, and functionality of our AI-driven customer support solutions
- Engineering: Think as an Engineer to develop systems that can scale and allow for fast, reliable, and trusted iterations
- Apply scientific and engineering principles to prompt design, LLM evaluation processes, and technical integrations with ecommerce platforms and tools
- LLM pipelines: Design, develop, and refine prompts to guide the AI Agent in generating accurate and contextually relevant responses to shopper inquiries
- Identify patterns, and drive improvements in both prompt design and overall AI Agent performance
- Data Analysis: Analyze large-scale data from LLM evaluations to derive insights, Identify heuristics to sample improvement and non-regression dataset
- Build reliable estimators for on-going AB tests, analyse optimal experiment stoping time and mitigate cross AB test contamination
- Testing & Evaluation: Conduct extensive testing of prompts to ensure they perform well in diverse scenarios
- Design and implement robust methodologies for assessing LLM performance at scale
- Evaluate prompts rationally via systematic testing protocols(off-line train/test splits, on-line with AB tests)
- Collaboration: Work product managers to understand requirements, incorporate feedback into prompt design and improvement, and integrate findings from large-scale evaluations into the AI Agent's development
- Work with ML engineers to build and fine-tune in-house LLMs that out-perform state of the art
- Documentation: Maintain comprehensive documentation for prompt design, usage, best practices, and evaluation methodologies to ensure clarity and consistency across the team
- Continuous Improvement: Stay up-to-date with advancements in AI, natural language processing (NLP), and prompt engineering techniques
- Incorporate cutting-edge methodologies into prompt engineering and LLM evaluation processes
- User Experience: Analyze and interpret user interactions and large-scale performance data to identify areas for enhancement and ensure the AI Agent provides a seamless and positive experience for shoppers
- Performance Metrics: Develop and refine metrics for evaluating prompt and LLM performance at scale, ensuring that improvements can be quantifiably measured and validated
- Technical Enablement: Develop and scale connections between AI Agents and the e-commerce ecosystem, allowing the AI to perform a wide range of actions
- Collaborate with Software Engineers to identify integration opportunities and implement scalable solutions that expand the AI Agent's capabilities across various platforms and tools used in e-commerce
Our take
With the surge in online shopping, eCommerce merchants are increasingly prioritizing customer communications to enhance the overall shopping experience. This heightened emphasis puts greater pressure on support teams to promptly and accurately address customer inquiries.
Gorgias offers an all-encompassing customer support helpdesk equipped with artificial intelligence tools tailored for customer service teams. The platform allows eCommerce businesses to streamline responses to frequently asked questions through a single application. By automating these responses, support agents can allocate more time to engaging in meaningful and profitable interactions with customers, thereby potentially driving sales.
Catering to over 10,000 stores, including prominent brands like Princess Polly, Steve Madden, and Marine Layer, Gorgias faces competition from established players like Zendesk, Freshdesk, and HelpScout. Despite this, the company has experienced notable growth, expanding its presence across the US, Europe, and Australia. Along with funding that will fuel the development of its Automation Add-on feature, aimed at providing customers with instant answers to alleviate support workload.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2024
$29m
SERIES C
Aug 2022
$30m
SERIES C
Total funding: $101.4m
Company benefits
- 60th and above percentile in compensation
- Health coverage
- Generous Equity Package
- Company Offsites
- Ergonomic setup at your service + 700$ for your home workstation
- 16-week parental leave, including maternity, paternity, and adoption leave
- Daily catered lunch
- 5 Weeks of Vacation
- Retirement Benefits
- Fully Stocked Kitchen
- 3 weeks of Paid Sick Leave
- $2,000 learning/professional development stipend
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Alex Plugaru
(CTO)Former Web Developer at Gymglish, Eau de Web, Innobyte and Liquid Studios.
Romain Lapeyre
(CEO)Former Product Manager at Work4 and Business Developer at Scalr. MA in Management from HEC Paris.
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