At Flatpay, we’re on a mission to enhance the way customer interactions are understood and acted upon. We’re building intelligent systems that turn support conversations into structured, actionable data. You will play a central role in developing and refining our voice-to-text transcription systems and in categorizing and summarizing customer interactions at scale.
You’ll work on real-world challenges involving noisy audio, multilingual text, and changing user behaviour — With direct impact on how we identify and resolve support issues. This role sits within our new AI team, where we value practical problem solving over academic perfection.
What you'll do
Process and analyse voice-to-text transcribed data from customer interactions and internal sources
Build and improve voice-to-text transcription pipelines, including near real-time capabilities
Develop NLP models to classify support conversations into predefined issue categories as well as continuously monitor for new relevant categories.
Create systems to detect and summarize spikes in support issues and customer pain points
Collaborate with data and product teams to ensure models are accurate, scalable, and aligned with business goals
Optimize model performance across dimensions like latency, reliability, and accuracy
Stay up to date with the latest in speech and language processing — and bring best practices into our stack
Open to working on other projects outside the NLP space depending on business needs
Who you are
Strong proficiency in Python, including key NLP and ML libraries (e.g., Hugging Face Transformers, spaCy, PyTorch/TensorFlow)
Experience with speech-to-text systems (e.g., Whisper, DeepSpeech, Google or AWS transcription APIs)
Hands-on experience with text classification, summarization, embeddings, and transfer learning
Ability to evaluate, fine-tune, and deploy NLP models in production environments
Familiarity with real-time data processing and streaming architecture is an advantage
Comfortable working with modern data platforms (e.g., Microsoft Fabric, Databricks)
Clear communicator and strong collaborator across technical and non-technical teams
Relevant master’s degree and 3+ years of experience
Why Flatpay?
Competitive salary & 6 weeks of paid vacation
Flat structure and a strong action-over-process culture
You’ll be joining an ambitious, data-driven and fast-growing fintech company that believes in the power of personal connections, both with our customers and in the way we work with each other
Great opportunity for personal and professional development
A modern office with an international and vibrant work environment with free slush ice, an in-office gym, a fully equipped gamer room and plenty of other fun things at the office!
If you're excited to apply machine learning to real-world customer data in fintech — we’d love to hear from you.
