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AI Multimodal Customer Feedback Analyzer

Scarlett Wang

Full-time · Job · Chicago

About the role

Customer feedback arrives in text, audio recordings, and support chat transcripts — and currently each channel lives in a separate tool analyzed by a different team. Product managers piece together a fragmented picture by reading reports from three systems that don't agree with each other. We're building the unified feedback intelligence layer that brings it all together. As a junior engineer on the feedback intelligence team, you'll work on the NLP features that analyze text and transcripts from multiple feedback channels: sentiment classification, topic extraction, intent categorization, and the dashboards that show product teams what customers are saying across all touchpoints. Your senior teammates have built the data ingestion layer; you'll work on the analysis features that sit on top of it. Expect to write a lot of Python, call a lot of NLP APIs, and iterate on models based on product manager feedback. You'll learn how production NLP systems actually work in a team that ships features every two weeks.

Responsibilities

  • Build sentiment classification and topic extraction for customer feedback across channels
  • Implement intent categorization for support chat transcripts and voice-to-text data
  • Create unified feedback dashboards aggregating insights across text and audio sources
  • Write evaluation scripts measuring analysis accuracy on labeled feedback samples
  • Maintain and update NLP models as new feedback channels are added
  • Collaborate with product managers to translate feedback insights into actionable reports

Requirements

  • 1+ year of Python development with NLP or text analysis experience
  • Familiarity with Hugging Face models or similar NLP libraries
  • Basic SQL skills for data extraction and analysis
  • Interest in customer experience, product analytics, or conversational AI
  • Clear communication and comfort working with non-technical stakeholders

Benefits

  • Fully remote
  • Health and dental
  • $1,500 learning budget
  • Mentorship from senior NLP engineers
  • Bi-weekly feedback and growth check-ins

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Categories

NLP & Prompt Engineering data science & analytics

Skills

python hugging face sql pandas fastapi

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Job Type

Full-time

Level

Junior

Language

English

Salary Range

$60k – $80k / year

AI Expertise

NLP & Prompt Engineering data science & analytics

Skills

python hugging face sql pandas fastapi docker

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