Job description

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.

Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

We are looking for a technically-capable product leader to head up AI Design at Fin.

Fin is the #1 AI agent for customer service — a full-stack, vertically integrated AI system powered by our own in-house models, Apex, designed specifically for customer experiences.

The role is to lead the Design function within our AI Group, where our custom models and core Fin functionality are developed. You will be managing our AI Designers (currently 3 Staff/Principal level AI Designers). You will work directly with AI Engineers and Scientists in our AI Group, and Product Designers and teams in our R&D group.

We believe that leading AI Design is a new type of product leadership role that combines technical, product, and leadership qualities. This includes shaping how the Fin AI models and harness behave — how they reason, respond, and improve over time. The experience is defined as much by model behavior, evals, and iteration loops as it is by UI.

We’re looking for someone to lead in that world.

There are three things that matter for this role

We’ve tried to simplify it down as much as possible.

1. AI Chops (this matters most)

You’re comfortable operating at the AI layer. Not just using AI tools, and not just designing around them, but getting into how things actually work:

model behaviour
evals and testing
agent workflows

You don’t need to have done everything end-to-end. Honestly, very few people have. But you can hold your own in conversations with engineers and scientists. You’re curious enough to go deep. You’ve likely built things, broken things, experimented a lot.

You almost certainly have opinions about where this is all going, what’s overhyped, what actually matters.

2. Product Leadership

You care about building great products, deeply. You’ve likely led teams, or built things from scratch, or shaped products that people use. You know how to connect:

user needs
business goals
what’s actually possible with the technology

You can zoom out to define direction, and zoom in to perfect experiences. Maybe you’ve shipped AI products from the ground up, maybe you haven’t, but you’re already pulling AI into everything you build, and pushing way beyond surface-level use.

3. Values & Mindset

This part is true for everyone at Fin:

You’re high-agency. You build. You don’t wait for permission.
You care about quality, not just how things look, but how they work.
You like moving fast in messy, ambiguous spaces.
You raise the bar for the people around you.

We don’t expect you to be all of these things at once. We think this role will attract people with different “shapes.”

You might be:

A product leader who has gone deep on AI over the last year
A designer leader who has moved closer and closer to the system and the model
An engineer, scientist or researcher who cares a lot about product and experience
A founder, or someone building things on the side, figuring this out in public

You might not have ever had the title ‘Design Leader’. That’s fine. What matters more is:

how you think
how you learn
how seriously you’re engaging with this shift

What would you be doing in the role?

You’ll be working at the centre of how we build Fin. Alongside designers, engineers, and AI scientists, you’ll help shape:

how the system behaves
how we evaluate quality
how we turn model capability into real product experiences

Some of the work will feel like product. Some will feel like design. Some will feel closer to engineering or research.

A lot of it will feel new.

Talk to us

We don’t think there’s a perfect profile for this role. We don’t think the industry has fully caught up with what this job actually is yet. And we don’t want to over-specify it and miss the interesting people.

If you’ve been thinking about this space a lot, building things, forming strong opinions, we’d love to hear from you. Tell us how you see it. Tell us what you’ve built. Tell us where you think this is all heading.

We’re much more interested in that than a perfect CV.

Interview Process

We understand that interviewing for a new role is both time and energy consuming–we aim to be thorough, speedy and transparent in our approach. You should expect for the entire process to be no more than 4 weeks from start to finish.

You’ll meet with members of our AI Group and Product & Design leadership team, and have the chance to properly understand the role, the problems we’re solving, and whether Fin is the right fit for you.

At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements.

Learn more about working at Fin and the benefits we offer at fin.ai/careers.

Policies

Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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