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 f