Senior Employee Relations Business Partner

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's the opportunity?

We’re looking for a Senior Employee Relations Business Partner (ERBP) to join our People team at Fin.

This role has a global remit, sitting at the heart of how we support our people and leaders through complex, sensitive, and high-impact situations. But this is more than a case management role. You’ll be shaping how the function operates, building the frameworks and systems that scale it across our global BP team. You’ll act as a trusted advisor and subject matter expert on employee relations, partnering closely with HRBPs, leaders, Legal (including our Senior Employment Counsel), and People Ops to ensure fair, consistent, and legally sound outcomes.

AI is redefining how businesses operate and how people teams can drive impact. We’re looking for an ambitious and curious ERBP who thrives in this kind of environment; someone who thinks big, leans into change, and sees AI as an accelerator for better, faster, smarter work. You’ll bring confidence and ambition to the table. We value people who love to work hard, learn constantly, and consistently deliver great outcomes.

You’ll play a critical role in maintaining a high-performance, high-integrity culture, balancing empathy with sound judgement, and speed with rigour.

What will I be doing?

Lead complex ER cases end-to-end

Manage a broad range of employee relations matters including grievances, investigations, disciplinaries, performance concerns, and exits

Conduct and support fair, thorough, and timely investigations

Ensure all processes are compliant with local employment law and internal policies

Partner with HRBPs and leaders

Act as a centre of excellence for ER, supporting HRBPs on complex or high-risk cases

Coach managers and leaders through sensitive situations with clarity and confidence

Provide pragmatic, business-aligned recommendations grounded in risk awareness

Enable managers to handle ER confidently

Build manager capability so people issues are handled early, fairly, and close to the source, reducing reliance on escalation

Develop practical training and resources grounded in real scenarios: performance, absence, conflict, conduct

Create scalable self-service tools (guides, templates, decision frameworks) that give managers confidence to act

Drive a shift from reactive case management toward proactive, early intervention

Drive consistency, best practice, and smarter ways of working

Standardise ER approaches across regions to ensure fairness and consistency

Develop and refine ER frameworks, templates, and guidance

Identify patterns and trends in ER data to surface root causes and drive earlier intervention

Identify opportunities to use AI and automation to improve case management, documentation, and pattern detection, reducing manual effort while improving consistency and speed

Mitigate risk and partner with Legal

Work closely with our Senior Employment Counsel as a key partnership, jointly owning risk assessment, escalation, and resolution on c