Data Scientist - LLM Pipeline focus

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

Join our team for the opportunity to:

👩🏼‍💻Work with smart, passionate people every day

💪 Get extreme ownership over your work and results

🧠 Be treated like the expert you are

Engineering Team Culture

Getting Stuff Done, Ownership, Team Work, Excellence, and Agility.

You should join us if you want to ship stuff fast without sacrificing quality. We've put great importance on testing our code, cleaning it, treating errors first, and features later.

We also value growth and ownership. People make mistakes. We learn from them to avoid them in the future. We cannot achieve excellence if there are no bumps in the road.

About the Team

You'll be joining our dynamic Automate team, a cross-functional group dedicated to revolutionizing customer support in the ecommerce space. Our mission is to seamlessly automate interactions between merchants and shoppers, creating effortless experiences for both sides. 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. Our primary focus is developing and refining an innovative AI Agent capable of automatically answering customer requests with accuracy and efficiency.

What you will do

Role Overview: 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.

• Key Responsibilities:

  • 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.

Who you are

• Experience: Proven 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.

Why Gorgias?

• Innovative Environment: Work with cutting-edge AI technologies in a forward-thinking company dedicated to revolutionising customer support.

• Collaborative Culture: Join a diverse and passionate team that values collaboration, creativity, and continuous learning.

• Growth Opportunities: Take advantage of professional development opportunities and career growth within a rapidly expanding organization.

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. Apply today to join Gorgias and help us elevate the eCommerce experience for merchants and their shoppers.

Benefits and Perks

• 🏖️ 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws)

• 🤕 Paid sick leave

• 🧸 Paid parental leave (16 weeks)

• 💻 MacBook Pro

• 🍽️ Personal credit card to buy lunches (we use Swile)

• 🏥 We provide private health insurance (we use Alan)

• 💆🏻‍♀️ Get up to €700 to set up your workstation at home (working from home should feel breezy)

• 📚 Get up to €2000 of learning material and wellness support per year! This includes €1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a €500 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

• 🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!

More cool things to know about Gorgias... 😁

• Raised our Series C-2 for $29M in May 2024: Article Here ⬅️

• We went from 0 to 15,000+ merchants using our platform since 2016

• We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score

• What our customers are saying: apps.shopify.com/helpdesk#reviews

• Other positions: gorgias.com/about-us/jobs

• Discover the Gorgias Platform

• Learn about our Compensation Policy

Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact accommodation@gorgias.com