Staff Backend Engineer - Customer Operations

Requirements:

• You have a track record of technical excellence, delivering resilient systems, ideally behind consumer products.
• You have experience in solving human + tech problems at scale.
• You have technically led across 3-4 teams to solve complex optimisation problems.
• You have a quantitative mindset: you care about outcomes and you make data-informed decisions.
• You’re comfortable working in a cross-functional team that deals with ambiguity and have experience helping your team and partner team resolve that ambiguity.
• You have experience with or a strong desire to work with Machine Learning specialists to apply various models (including large language models) to real-world problems.
• You have demonstrable experience working with stakeholders, especially non-technical stakeholders at the senior level.

What you'll be doing:

• Partner with the Engineering Director supporting the collective and provide technical leadership across 3+ squads and ~20 engineers.
• Work collaboratively with product, data and operational leaders to identify and execute on opportunities that further the organisation’s goals and strategy, bringing the right level of clarity, urgency and rigour as appropriate.
• Work on solving multi-faceted optimisation problems at scale, such as how to maximise the leverage of technologies like LLMs to aid human workers or how to forecast, schedule and efficiently route requests through a workforce of thousands of people and more generally solve high quality customer support at scale.
• Oscillate between contributing to high-level planning and strategy and organisational leadership and diving deep into the execution of problems and getting hands-on as necessary.
• Use your expert knowledge and experience to lead architectural discussions for the most complex systems in the collective. You’ll do this in order to arrive at solutions that are robust and optimal given the context.
• Keep a high bar for technical excellence in the collective, through your own work, highlighting the work of others and calling out when things haven’t quite met the bar.
• Pro-actively mentor, sponsor and up-level engineers.

Perks and Benefits:

• 💰£140,000 - £165,000 ➕ share options.
• ✈️ We’ll help you relocate to the UK.
• ✅ We can sponsor your visa.
• 📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London).
• ⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
• 📚 £1,000 learning budget each year to use on books, training courses and conferences.
• 🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.
• ➕ Plus lots more! Read our full list of benefits.