Job Description

Join our team at Zendesk QA (formerly Klaus) to develop cutting-edge customer service quality assurance solutions! We are seeking forward-thinking experts who are looking to build AI-driven tools that reshape the way teams review and analyze their customer interactions. Your skills and contribution can ensure our platform aids our customers in providing consistent, high-quality customer support, reducing churn and boosting customer satisfaction. Your expertise can help us change the game in how companies manage and improve their customer service operations.

Our quickly expanding, international team has embraced the innovative mindset from day one. We are looking to expand our team and seeking candidates for a hybrid role based in Estonia.

Our Stack

• Python

• Pandas, TensorFlow, PyTorch, LabelStudio

• NLP: sPacy, hugging face, BERT, fastText

• Google Cloud Platform, Data Studio

• PostgreSQL, Google Cloud Spanner, BigQuery

What you'll be doing

• High level of independence, trust, and research freedom

• Excellent data engineering infrastructure - research close to production and data availability

• We work with more than a hundred languages with many customers officially offering support in 10+ languages

• Product-oriented researchPriority, product-oriented research is to develop methods for automatically evaluating quality in support interactions, i.e

  • Intent detection

  • Text classification

  • Extraction of entities, etc

• Developing solutions for preprocessing of structured & unstructured data and partnering with ML engineers to employ them in data pipelines

• Support from ML engineers in getting research models you create running in production

• Working closely with product teams and communicating your research

What you'll bring to the role

• At least 3-5 years of experience as a Data Scientist in the NLP domain

• Advanced degree in Computational Linguistics, Language Technology or similar - PhD is a huge plus

• Data/text mining, statistical data analysis, experimental design, and hypothesis validation

• Creativity and curiosity to find problems that can be solved with applied science

• Apply scientific methods for solving complex problems in innovative ways that take into account the ROI of the effort

• Identify valuable data sources/shelf models and participate in developing data collection and preparation processes

• Proven track record of getting models to production

• Strong understanding of SQL and database technologies

• Comfortable working independently, in English, and in a remote setting

• Bonus: experience working with large language models, ASR and dealing with transcribed text

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.