AI Design Leader

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 behavior - 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 center 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.

Lead the Design function within Fin's AI Group, managing AI Designers (3 Staff/Principal level) and collaborating with AI Engineers, Scientists, and Product Designers across R&D. Shape how Fin's AI models and behaviors operate, including model behavior, evaluations, testing, and agent workflows. Define direction by connecting user needs, business goals, and what’s possible with the technology; translate model capability into real product experiences. Balance elements of product, design, and engineering/research work as you steer the ongoing development of Fin’s AI systems and their UI. Foster a high-agency, quality-focused mindset, work in fast-paced, ambiguous spaces, and elevate the work of the team. Engage with engineers and scientists to communicate and realize a cohesive product experience that integrates AI capabilities with system-level behavior and evaluation mechanisms.