About the team + role

As a Staff Software Engineer in Customer Care group, you’ll play a pivotal role in shaping the future of our customer experience through cutting-edge generative AI technologies. You’ll partner closely with our AI/ML teams and other product teams to create AI-powered chatbot solutions that transform how we support our customers. Your contributions will be crucial in empowering us to build robust, high-quality solutions that deliver exceptional customer experience at scale.

You will have the opportunity to be at the forefront of AI innovation at Robinhood. Your work will directly influence the way millions of people interact with our platform, ensuring they have access to timely, accurate, and empathetic support. If you are passionate about generative AI, eager to solve complex problems, and excited by the prospect of leading key initiatives within a fast-paced and evolving company, this role is perfect for you.

The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.

What You’ll Do

• Design, Develop, and Deploy: Architect, build, and maintain scalable generative AI solutions that enhance our customer care experience, leveraging the latest advancements in LLMs, natural language processing and machine learning.
• Collaborate Across Teams: Work alongside the AI team, machine learning platform, product managers, and CX teams to ensure our solutions are integrated seamlessly and align with company goals. You will have direct interaction with senior leadership, allowing you to influence the company’s AI technical strategy at the highest levels.
• Innovate and Experiment: Lead and contribute to the ideation and prototyping of new features, experimenting with AI models to continuously improve the accuracy, responsiveness, and reliability of our chatbots.
• Mentor and Lead: Provide technical leadership and mentorship to other engineers, fostering a culture of innovation and continuous learning within the team.
• Ensure Quality and Compliance: Implement rigorous testing, monitoring, and security protocols to ensure our AI solutions are robust, scalable, and compliant with industry standards.

What You’ll Bring

• Technical Expertise: Extensive experience (8+ years) in software engineering with a strong focus on chatbot development, generative models, AI/ML and natural language processing.
• Cross-functional Collaboration: Proven track record of working effectively across diverse teams and disciplines, with strong communication skills that facilitate seamless integration of AI technologies into broader projects.
• Leadership: Demonstrated experience in leading engineering projects and mentoring junior engineers, with a passion for fostering a collaborative and innovative team environment.
• Problem-Solving Skills: Strong analytical and problem-solving abilities, with a track record of tackling complex technical challenges in a fast-paced environment.
• Industry Knowledge: A strong understanding of AI chatbots in customer care is highly valued, and familiarity with the financial services industry is an added advantage.
• Passion for Innovation: A deep interest in the latest AI technologies and a drive to push the boundaries of what’s possible in the customer care domain.

What we offer

• Market competitive and pay equity-focused compensation structure
• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for personal wellness, learning and development, and more!
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Generous time away including company holidays, paid time off, sick time, parental leave, and more!
• Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on September 19, 2024.

Please see the independent bias audit report covering our use of Covey here.