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AI Customer Escalation Priority Classifier

Isabella Bianchi

Full-time · Job · London

About the role

The models you'll ship will be used by every support lead triaging incoming tickets across our platform, deciding within seconds which ones need to jump the queue. Our team is six people, spread across four countries, all working async with heavy documentation and light meetings — we don't care where you work from, we care about output, clear communication, and ownership. Jarvik Solutions builds the customer success tooling other SaaS teams rely on daily. Our product is the escalation layer sitting on top of support tickets, chat transcripts, and account health scores. We expect you to own the classifier end to end: training data curation, model iteration, and the dashboard that support leads actually trust enough to act on.

Responsibilities

  • Own the escalation priority classifier from data curation through deployment
  • Iterate on features derived from ticket text, account health, and usage signals
  • Build and maintain Power BI dashboards for support team leads
  • Run regular accuracy reviews with support leadership
  • Document model behavior for new team members joining async

Requirements

  • Experience building classification models with scikit-learn or similar
  • SQL fluency for pulling and joining ticket and account data
  • Comfort working fully async across time zones
  • Statistics background for evaluating classifier performance
  • Prior SaaS or customer success domain experience a plus

Benefits

  • Fully remote, async-first culture
  • Health insurance stipend
  • Home office budget
  • Flexible hours across time zones
  • Annual team retreat

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Categories

AI Business, Marketing & Strategy data science & analytics

Skills

python sql scikit-learn statistics power bi

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Job Type

Full-time

Level

Mid-Level

Language

English

Salary Range

$100k – $130k / year

AI Expertise

AI Business, Marketing & Strategy data science & analytics

Skills

python sql scikit-learn statistics power bi

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