AI customer support agents · San Francisco
About Decagon
Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.
Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.
We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.
We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.
As a Data Scientist at Decagon, you’ll bring deep technical rigor to how data is analyzed, tested, and applied across the business. You’ll design and interpret experiments, apply advanced statistical methods, and build scalable analytical frameworks that directly inform product strategy and company performance.
You’ll work across Engineering and Product to establish robust measurement practices, expand the use of data-driven decision making, and uncover insights that shape Decagon’s trajectory. This role blends strong analytical expertise with product acumen and the ability to influence at the highest levels.
In this role, you will
Build and maintain foundational datasets and metrics that reflect infrastructure usage, system performance, and scaling efficiency across Decagon's AI platform.
Enhance and extend Decagon’s data models, metrics, and dashboards to ensure consistent, scalable reporting across teams.
Partner closely with Engineering to shape strategy through data — surfacing bottlenecks, inefficiencies, and scaling risks before they become problems.
Collaborate with Product and Engineering to embed experimentation and measurement best practices into product development cycles.
Build and continuously improve Decagon’s data stack, ensuring scalable models, pipelines, and tools that empower self-serve analytics across the company.
Communicate findings clearly and persuasively to executives and cross-functional stakeholders, influencing strategic decision-making.
Conduct deep-dive quantitative investigations to support incident analysis, reliability improvements, and post-mortem learnings.
Evaluate and interpret the performance of ML models (e.g., classification, recommendation, LLM-based systems), helping the team reason through trade-offs, limitations, and business implications of model-driven decisions.
Be the primary driver of experimentation culture at Decagon, helping define how we design, measure, and scale experiments across the business.
Your background looks something like this
Strong ability to structure ambiguous problems, translate them into analytical approaches, and deliver business impact through data.
Advanced proficiency in SQL and Python, with a solid foundation in statistics and experimental design.
5+ years (or equivalent experience) in data science or product analytics roles, ideally within high-scale consumer or marketplace products.
Ability to reason about and analyze machine learning models, understanding their assumptions, trade-offs, and impact on product and customer outcomes.
Proven track record as a data partner in large-scale backend or infrastructure systems.
Comfort building operational analytics (e.g., alerting, SLIs/SLOs) and partnering closely with data and infra engineering.
Excellent communication skills, with experience influencing stakeholders and driving decisions across teams.
Compensation:
$250k - $300k + equity
Benefits
We proudly offer the following benefits for our full-time employees:
Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave)
Medical, Dental, and Vision benefits for you and your family
Life Insurance and Disability Benefits
Retirement Plan (e.g., 401K, pension)
Parental Leave
Fertility and family building benefits through Carrot
Daily lunches and snacks in the office to keep you at your best
These benefits are described in more detail in Decagon’s policies, may vary by location, and can change at any time according to applicable compensation and benefits plans.