Engineering Manager

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.

• Lead and grow a high-performing engineering team building AI-first Helpdesk capabilities.
• Set clear goals and create the conditions for the team to deliver valuable, reliable product at a healthy pace.
• Partner closely with Product and Design to shape strategy, roadmap, priorities, and customer outcomes.
• Work with AI and ML partners where relevant, while keeping the focus on building excellent customer-facing product experiences.
• Understand the customer, agent, and business problems behind the roadmap - not just the delivery process.
• Bring technical judgment to architecture, quality, reliability, and long-term product health.
• Remove impediments, create clarity, and help the team make good decisions with increasing autonomy.
• Build an inclusive, collaborative team culture with high standards for ownership, communication, and execution.
• Coach engineers and develop senior engineers into technical and organisational leaders.
• Contribute to the wider AI Helpdesk strategy and help align engineering decisions across adjacent teams.
• Explore how AI-assisted development can improve the team’s speed, quality, and effectiveness.

• Experience managing software engineering teams building customer-facing products.
• Strong product engineering instincts and an interest in customer problems, user experience, and measurable outcomes.
• The ability to shape strategy, prioritise effectively, and create clarity in ambiguous environments.
• Enough technical depth to engage credibly in architecture discussions, understand trade-offs, and unblock engineers when things get difficult.
• A track record of delivering complex work predictably while balancing speed, quality, and reliability.
• Experience partnering effectively with Product, Design, Data, Customer Support, and other senior stakeholders.
• A strong record of coaching engineers, developing senior talent, and building healthy, inclusive teams.
• Excellent written and verbal communication skills.
• Curiosity about AI-native products and how AI-assisted engineering is changing the way teams build software.
• A high degree of autonomy, sound judgment, and a bias toward action.

• 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!
• 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