Experienced Staff Data Scientist, Algorithms, and Operations Research Expert for Enhanced Customer Support Experience

Introduction to blithequark blithequark is a mission-driven company that has been revolutionizing the way people connect and experience communities worldwide since its inception. With a strong foundation in creating unique stays and experiences, blithequark has grown exponentially, now boasting over 5 million hosts who have welcomed over 2 billion guest arrivals across the globe. Every day, hosts offer distinctive stays and experiences that make it possible for guests to connect with communities in a more authentic way. As a leader in its industry, blithequark is dedicated to helping create a world where anyone can belong anywhere, and its Customer Support (CS) team plays a vital role in achieving this mission. The Community You Will Join At blithequark, the Customer Support team is committed to building the world's most loyal travel community through exceptional service. The team's primary focus is on improving the operational efficiency of CS offerings, ensuring that customers receive the support they need, when and how they need it most. As a Staff Data Scientist working on Algorithms in CS, you will have the opportunity to collaborate with a strong team of engineers, product managers, designers, and operation agents to build scalable and robust systems that match services to specific customer needs. The Difference You Will Make As an Operations Research expert joining the Customer Support Data Science team, you will have a direct opportunity to contribute, influence, and lead in the CS Personalization space. Your primary objective will be to design scalable scientific solutions for critical challenges, including: Creating models to identify segments of users with unique CS needs and developing matching algorithms to pair those users with the right CS path Determining allocation strategies for Make Goods budget to maximize business impact Estimating the long-term impact of changing the CS experience for groups of users Providing strategic insights around tradeoffs between CS quality and cost to empower the team to offer the best possible CS experience to customers Optimizing CS routing engines with new algorithms and simulations to validate them Building a deep understanding of individual agents' abilities to improve CS quality A Typical Day A typical day as a Staff Data Scientist at blithequark will involve: Leading DS efforts in building segmentation features for CS, including data exploration, optimization, and model prototyping Collaborating with cross-functional partners, such as software engineers, product managers, operations, and research, to refine requirements for segmentation models, drive scientific decisions, and quantify impact Developing simulations to validate the impact of potential product and operational changes on the business Designing and utilizing new experiment frameworks to measure the effectiveness of feature launches, even when A/B tests are infeasible Regularly presenting work internally at monthly meetings to technical, engineering, and product stakeholders to iterate and generate excitement on roadmap progress Bringing new ideas to the team that can improve the operational efficiency of customer support at blithequark Your Expertise To be successful in this role, you will need: 9+ years of relevant industry experience (e.g., data scientist, tech lead, junior faculty) and a Master's degree or PhD in relevant fields Strong fluency in Python, SQL, and statistical programming such as R Familiarity with causal inference and experimentation, and a desire to continue learning Proven ability to communicate clearly and effectively to audiences of varying technical levels Proven mix of strong intellectual curiosity with a high level of pragmatism and engagement with the technical community Preferred Expertise While not required, the following skills and experience are preferred: Experience in operational research, such as queuing theory or resource allocation models Experience in developing simulations of complex systems Your Location This position is US - Remote Eligible, allowing you to work from the comfort of your own home. However, you may be required to attend occasional meetings at a blithequark office or offsites, as agreed upon with your manager. Please note that you must live in a state where blithequark, Inc. has a registered entity. Our Commitment to Inclusion & Belonging blithequark is committed to working with the broadest talent pool possible, believing that diverse ideas foster innovation and engagement. We encourage all qualified individuals to apply, regardless of their background or circumstances. We strive to provide a disability-inclusive application and interview process, and if you require reasonable accommodation, please do not hesitate to contact us. How We'll Take Care of You At blithequark, we offer a comprehensive compensation package, including a competitive base salary, bonus, equity, benefits, and Employee Travel Credits. The base pay range for this role is $194,000-$240,000 USD, depending on your experience and qualifications. We are committed to providing a supportive and inclusive work environment that allows you to grow and thrive in your career. Conclusion If you are a motivated and experienced data scientist looking to make a real impact in the customer support industry, we encourage you to apply for this exciting opportunity at blithequark. As a Staff Data Scientist, you will have the chance to work with a talented team of professionals, develop innovative solutions to complex problems, and contribute to the company's mission of creating a world where anyone can belong anywhere. Don't miss out on this opportunity to join a dynamic and inclusive company that values diversity, creativity, and excellence. Apply now to become a part of the blithequark team and start making a difference in the lives of our customers and hosts around the world.