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About the Role

Customer Agent is the next major evolution of Fin, focused on expanding our AI agent beyond customer service into broader customer-facing jobs. This role sits within a fast-growing part of the organization, building product capabilities for a single AI agent to work across multiple roles with shared context in an AI-first engineering culture.

Responsibilities

• Own strategically significant work streams end-to-end.
• Be accountable for outcomes, not just delivery cadence or team health.
• Manage from the front line, deeply understanding the product, customer problem, and context.
• Help shape teams operating in ambiguous spaces with emerging product direction and close partnership with Product.
• Work closely with cross-functional partners, including Product, Design, Sales, and ML engineers and scientists.
• Help build a seamless customer experience across sales, ecommerce, support, and success.
• Write code, perform analysis, drive cross-functional collaboration, or unblock team members.
• Bring together engineers who've never worked as a team, set high expectations, build momentum, and drive execution.
• Develop senior engineers into leaders by accelerating their growth and providing actionable feedback.
• Partner with the Engineering Director on group-level strategy.
• 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.
• Comfortable operating in early product formation and working through ambiguity.
• Strong product engineering instincts, with experience in product-heavy environments.
• AI fluency and active experimentation with AI-assisted development.
• Technically credible with the ability to review architecture proposals and ask pertinent questions.
• Excellent communication skills for explaining needs to leadership, aligning stakeholders, having performance conversations, and unblocking engineers.
• Extreme autonomy; ability to identify problems, form convictions, and act on them.
• Critical thinking about the business and translating business optimization into team-level decisions.
• This is an engineering management role for product teams building AI-powered customer experiences, not directly managing ML engineers or scientists.

Skills

• AI-assisted development
• Product strategy
• Team leadership
• Cross-functional collaboration
• Communication
• Problem-solving
• Critical thinking

Location

• Hybrid

Work Type

• Hybrid

Experience Level

• Senior

Salary/Compensations

• Competitive salary and equity

Benefits

• Competitive salary and equity
• Lunch served every weekday
• Variety of snack foods and a fully stocked kitchen
• Regular compensation reviews
• Pension scheme & match up to 4%
• Life assurance
• Comprehensive health and dental insurance for you and your dependents
• 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 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.
• Driven by core values: push boundaries, build with speed and intensity, and relentlessly deliver incredible value.
• Fin has been building for 15 years with deep product, a massive customer base, and strong revenue.
• Successfully pivoted to AI, with Fin trending up while most of SaaS trends down.
• Recently raised $250M to go further and faster.
• Offers the impact of a startup with the backing of a company that's been winning for 15 years.
• Investing heavily in platform capabilities (MCP servers, skills, shared tooling) for AI-assisted development.

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.