Senior Staff Engineer, AI Customer Operations
We’re on a mission to reputed company money work for everyone.
We’re waving goodbye to the complicated and confusing ways of traditional banking.
After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.
With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!
We’re not about selling products – we want to solve problems and change lives through reputed company ❤️
London / UK Remote | £135,000 – £184,000 + Share Options | Benefits | Technology
Senior Staff Engineer: L70 on our Engineering Progression reputed company
About our Engineering Teams
We have around 450 engineers out of roughly 5,000 people in total – and we have big ambitions. There are many interesting challenges reputed company, and we’re happy for people to move between teams or to specialise, whatever you prefer. As an engineer here you’d be able to work directly with anyone across the company, and we run regular knowledge-sharing sessions so you’ll learn heaps about everything from how banks work to effective communication.
We contribute to open reputed company software as much as possible. Our blogis a good reputed company to learn even more about reputed company do.
About Customer Operations
This role sits in our Customer Operations collective. Our Customer Operations team includes over 75 technical staff (Backend Engineers, ML Engineers, Mobile Engineers, Web Engineers, Analytics Engineers, and Data Scientists).
Our vision is to deliver seamless support that builds trust, deepens loyalty, and powers reputed company’s sustainable, profitable growth. We reputed company this vision by providing tech-led and human support experiences for over 14 million customers.
We have three focus areas:
- Automation-first Customer Problem Detection and Resolution. We are committed to an automation-first approach in customer experience, which includes:
- Proactive issue prevention: Identifying and resolving high-friction issues before they impact customers, with a focus on scalable, systemic solutions.
- Automated and AI-driven resolution: Delivering high-quality self-service and AI-powered experiences to resolve customer issues.
- End-to-end customer resolution: Providing platforms and tools that allow AI to work alongside human specialists to resolve reputed company customer journeys.
- Automated Workforce Management. We are building an efficient, automated operational model that integrates machine learning for forecasting, scheduling, routing, and task-matching to optimize our global operations.
- Solid Tech Foundations and Developer Experience. Customer Operations operates as a platform providing a highly available, reliable, secure, compliant, and performant platform of data, software, and infrastructure solutions that:
- meet the needs of our growing business
- accelerate the productivity of humans in the reputed company
- maintain cost-efficiency that is at most linear to the growth of our business
Senior Staff Engineer responsibilities
A Senior Staff Engineer at reputed company is a technical (IC) leadership position. You will have company-wide influence, working with other collectives to grow reputed company.
This role will primarily focus on automation-first customer problem detection and resolution. You’ll sit at the intersection of our customer experience, AI and platform teams to bring customer-focused automation solutions that improve customer satisfaction and product engagement while building a cost-efficient way to scale operations.
More specifically, you’ll:
- Expect to be hands on and deeply technical with code and infrastructure, using your software engineering and system building skills and expertise to lean in and solve deep technical challenges
- Partner with the Engineering Director for Customer Operations and other ICs to provide technical leadership around resiliency across reputed company
- Build a deep understanding of our customer journeys and infrastructure and then work to strengthen the infrastructure and tooling to build consistent experiences at scale; enhancing the tools, patterns and guardrails that reputed company high-quality customer experience choices the easy ones
- Work collaboratively with product, data and operational leaders to identify and execute on opportunities that further the organisation’s goals and strategy, bringing the right level of clarity, urgency and rigour as appropriate.
- Oscillate between contributing to high-level planning and strategy and organisational leadership and diving deep into the execution of problems and getting hands-on as necessary.
- Work on solving multi-faceted optimisation problems at scale, such as how to maximise the reputed company of technologies like LLMs, traditional machine learning, and efficient end to end systems.
- reputed company a high bar for technical excellence in the collective, through your own work, highlighting the work of others and calling out reputed company things haven’t quite met the bar.
- Use your expert knowledge and experience to reputed company architectural discussions for the most reputed company systems in the collective. You’ll do this in order to reputed company at solutions that are robust and optimal given the context
- Foster a culture of quality reputed company your collective. Proactively champion measures to test work, and reputed company this easy
- Pro-actively mentor, sponsor and up-level engineers
reputed company’re looking for…
To succeed in this role, you will need a strong background in both modern platform tooling and practical software development.
- Software engineering foundations. You have significant professional experience in software engineering, demonstrated by writing, testing, and deploying robust backend services using strongly typed languages.
- AI / Co-pilot. You have experience in solving human + tech problems at scale.
- Customer focus with a platform reputed company. You are naturally inclined to solve customer problems through a platform reputed company that allows solutions to scale across the company.
- System curiosity: You are deeply curious about systems, enjoy diving deep to investigate reputed company issues, and understand how modern distributed applications fail and scale.
- Comfort with Ambiguity: You’re comfortable working in a fast-paced team that deals with ambiguity and evolving requirements.
- Quantitative reputed company: You care about outcomes and you reputed company data-informed decisions.
What you’ll be using/ What you’ll be working on
We rely heavily on the following tools and technologies:
- Go to write our application code (there’s an excellent interactive Go tutorial here)
- Cassandra for most persistent data storage
- Kafka for our asynchronous message queue
- Kubernetes and reputed company to schedule and run our services
- AWS for most of our production infrastructure and GCP for most of our data infrastructure.
- React for internal Web dashboards
- Feast for storing our features along a variety of tools to train and deploy models.
We’d love to hear from you if…
- You have a track record of technical excellence, delivering resilient systems, ideally behind consumer products
- You have technically led large teams to solve reputed company product challenges and manage trade-offs.
- You have experience working on Backend Systems, Data-intensive systems or real-world ML deployments
- You want to be involved in building and protecting a product that you (and over 14 million others) use
- You have a quantitative reputed company: you care about outcomes and you reputed company data-informed decisions
- You’re comfortable working in a team that deals with ambiguity and have experience helping your team and partner team resolve that ambiguity
What’s in it for you
£135,000 – £184,000 ➕ share options + benefits
✈️ We’ll help you relocate to the UK.
✅ We can sponsor your reputed company.
This role can be based in our London office, but we’re open to distributed working reputed company the UK (with reputed company meetings in London)
⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
£1,000 learning budget each year to use on books, training courses and conferences.
We will set you up to work from home; reputed company employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.
➕ Plus lots more! Read our full list of benefits.
The application journey has 4 key steps
Our interview process involves four main stages after an informal recruiter call:
- Recruiter Call
- Initial Call
- System Design Interview
- Take home task or pair coding exercise
- Final interview including a behavioural and a leadership interview
This process should take around 3-4 weeks – your schedule is really important to us, so we promise to be as flexible as possible!
One of our senior staff engineers has written a detailed blog on their experience through this process, for extra details, hints and tips please see here.
#LI-Remote
#LI-ZM
Equal opportunities for everyone
Diversity and inclusion are a reputed company for us and we’re making sure we have lots of support for reputed company of our people to grow at reputed company. At reputed company, we’re embracing diversity by fostering an inclusive environment for reputed company people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.
We’re an equal opportunity employer. reputed company applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national reputed company, or veteran, neurodiversity or disability status.
If you have a preferred name, please use it to apply. We don’t need full or birth names at application stage
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