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About the Role

Fin is the #1 AI agent for customer service, resolving over 1 million customer conversations weekly. This role is within the Service Agent pillar, focusing on building Fin's capabilities. You will own strategically significant work streams, lead dynamic teams, and drive execution in a fast-paced, AI-first engineering culture.

Responsibilities

• Own strategically significant work streams end-to-end, being accountable for outcomes.
• Deeply understand the product, problem, and context, potentially writing code, performing analysis, or driving collaboration.
• Bring together engineers for new work streams, set high expectations, build momentum, and drive execution.
• Develop senior engineers into leaders by providing direct, actionable feedback and growing leadership capacity.
• Partner with the Engineering Director on pillar-level strategy, identifying investment areas and potential defunding.
• Push the boundaries of AI-assisted development personally and through team practices.

Requirements

• Exceptional people leader AND personally action-oriented.
• Product-minded with opinions about the product and strategy.
• Experience operating at significant scale with startup energy, urgency, resourcefulness, and bias toward action.
• AI fluency, actively experimenting with AI-assisted development and influencing teams.
• Technically credible with the ability to review architecture and provide sound technical judgment.
• Strong communication skills for explaining needs to leadership, aligning stakeholders, and unblocking engineers.
• Extreme autonomy, identifying problems, forming convictions, and acting on them.
• Critical thinking about the business to translate company goals into team-level decisions.
• Ability to thrive under pressure in an intense competitive landscape.
• Comfort with dynamic teams and constantly re-evaluating priorities.

Skills

• AI-assisted development
• Leadership
• Product strategy
• Technical judgment
• Communication
• Problem-solving
• Collaboration
• Execution

Location

• Hybrid

Work Type

• Hybrid
• Full-time

Experience Level

• Senior

Salary/Compensations

• Competitive salary and equity

Benefits

• Competitive salary and equity
• Served lunch every weekday
• Variety of snack foods and fully stocked kitchen
• Regular compensation reviews
• Pension scheme & match up to 4%
• Life assurance
• Comprehensive health and dental insurance
• Flexible paid time off policy
• Paid maternity leave
• 6 weeks paternity leave
• Cycle-to-Work Scheme
• Secure bike storage
• MacBooks provided (Windows available for certain roles)

About the Company

• Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.
• Founded in 2011, Fin is one of the fastest growing companies and largest private software companies globally, with nearly 30,000 businesses using its products.
• Driven by core values to push boundaries, build with speed and intensity, and deliver incredible customer value.
• Fin recently raised $250M to accelerate growth.
• The company offers the impact of a startup with the backing of an established, successful company.

Equal Opportunity

• 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.