About the job
Ada creates AI-powered tools that help enterprise organizations automate customer service conversations. The company’s platform aims to deliver personalized, efficient support at scale, resolving a significant portion of customer inquiries through automation and allowing teams to focus on higher-value work. Since 2016, Ada has supported over 5.5 billion interactions for well-known brands, with backing from major investors. The team values progress, ongoing growth, and the development of its people.
Role overview
This Senior Machine Learning Scientist position is fully remote and open to candidates based in Canada. The role centers on improving the quality and reliability of Ada’s AI Agent platform, which powers automated customer support. Collaboration is central: work closely with Product Managers, Engineers, and Designers to identify key challenges, design experiments, and use data to drive better experiences for both customers and end users.
What you will do
- Write efficient, reusable code for evaluating and analyzing Ada’s AI features
- Partner with engineers to implement technical improvements
- Spot challenges and design experiments to test potential solutions
- Apply data-driven decision making to enhance user and customer outcomes
- Build a deep understanding of Ada’s product and the needs of its customers
What success looks like
- Show strong empathy for users and customers when solving problems
- Collaborate effectively with cross-functional teams
- Deliver reliable, maintainable code for evaluation and analysis
- Drive meaningful improvements in AI-powered support results
Who thrives here
People who are ambitious, eager to learn, and motivated to improve themselves and the organization tend to succeed at Ada. A genuine interest in shaping the future of AI-driven customer support is important for this role.

