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. ## What You’ll Do
Define AI capabilities (the “what and why”)
Identify and pattern match high-value opportunities for AI across the product
Define what AI should do—and just as importantly, what it should not do, making hard or unpopular calls when needed
Set clear boundaries for autonomy vs human control
Design AI behavior, orchestration, and system logic
Architect AI-driven workflows and agentic systems that operate across real-world scenarios and over time, including multi-step and agent-to-agent interactions
Establish decision frameworks: when systems should act, ask, escalate, or defer
Design for uncertainty, failures, and edge cases as core system behavior
Develop and apply design principles and heuristics to shape how AI systems behave and make decisions
Ensure systems remain coherent and predictable, even as complexity scales
Shape human + AI workflows and end-to-end experience
Design experiences for users who are increasingly managing AI systems and agents
Design how AI integrates into real user workflows, not just isolated interactions
Define the role of the human in the loop: where users guide, review, or override
Ensure users can understand, trust, and recover from system failures
Partner with product designers to continuously shape and adapt the product experience as underlying systems evolve
Define quality, evaluation, and reliability
Define what “good” looks like (e.g. trust, accuracy, effort reduction, and whether outputs are structured and usable in context)
Design evaluation scenarios and feedback loops
Analyse outputs to identify failure modes and system weaknesses
Design for reliability at the system level, preventing agentic breakdowns
What We’re Looking For
Strong product judgment—you consistently make high-quality calls on what to build and why
Ability to influence without authority
Experience working on zero-to-one products and comfort operating through ambiguity and rapid change
Deep understanding of LLMs and their limitations, along with a grounding in traditional ML approaches and when to use them instead
Experience defining design principles, heuristics, or evaluation criteria for AI systems
High standards for quality, with a track record of identifying where AI systems break down in real-world use
A scientific mindset—you can design experiments that isolate variables and produce meaningful insights
Systems thinker: you’re happier designing behaviours and flows than polishing interfaces
We’re open to non-traditional backgrounds (e.g. product managers, engineers, or others) if you have strong product sense and a track record of representing user needs in technical systems
Benefits
We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! - Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Regular compensation reviews - we reward great work! - Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated. - Pension scheme & match up to 4%
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
MacBooks are our standard, but we also offer Windows for certain roles when needed. #LI-Hybrid
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.
