Job Opportunities API

About Us Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless. Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them. Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, IPSY, and Monday.com , saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service. At Ada, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you. Learn more at  www.ada.cx . As a Senior ML Scientist at Ada, you will own the quality and reliability of the AI features that power our AI Agent platform for customer support. You will partner with Product Managers, Engineers, and Designers to frame problems, design experiments, and make evidence-based decisions that improve outcomes for customers and end users. You will primarily deliver simple and highly reusable evaluation and analysis code, and you will collaborate with engineers to productionize changes. To be successful, you will develop a deep understanding of Ada’s product and empathize with our users to find the best ways to solve customer problems. If you’re excited to shape the future of AI-driven customer support, we would love to hear from you. About You 5+ years of industry experience as a Data Scientist, Machine Learning Engineer, or similar with shipped work that moved product metrics Deep experience applying large language models to customer problems AI coding agents are a core part of your workflow and help you accelerate experimentation and deployment, and you actively help teammates work more effectively with them Excellent communicator, able to explain experimental results and complex ML concepts to diverse audiences You design reliable experiments and datasets that translate to production impact Strong software skills in Python, writing clean, production-ready code and documents   Outcomes Run rapid, reliable experiments with sound statistical methods, reproducible pipelines, and clear readouts that drive product decisions Lead design choices across model selection, retrieval and grounding, prompting, and tool use, framing tradeoffs in quality, safety, cost, and latency Reduce critical AI failure modes, for example hallucinations and prompt injection, through targeted testing and red teaming Model AI-native ways of working for the team — using coding agents and LLM tools to automate experimentation and build, and raise the quality bar on how the team ships Partner with PM, Engineering, and Design to prioritize customer use cases and failure modes, turning insights into changes that improve automated resolutions, CSAT, cost per conversation, and latency Coach and mentor peers in the Product Development org in AI feature design, experimentation, and measurement. Provide crisp and actionable feedback to help raise the standard for AI feature quality Benefits & Perks At Ada, you’ll not only build extraordinary products but also thr