Senior Engineering Manager, Customer Agent

Role details

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? Customer Agent is the next major evolution of Fin. We’re building toward a single AI agent that works across the full customer lifecycle, from support to sales to ecommerce, and eventually success. This role sits within a newer and fast-growing part of the organisation. The group is focused on expanding Fin beyond customer service into broader customer-facing jobs, building the product capabilities that allow one agent to work across multiple roles with shared context. The competitive landscape is intense. Fast-moving AI-native startups are shipping aggressively and going after the same deals we are. We need someone who thrives under that pressure and can maintain high standards while moving at startup speed. What will you do? You’ll own strategically significant work streams end-to-end. Be accountable for outcomes, not just delivery cadence or team health, but whether the work actually moved the needle. Manage from the front line: deeply understanding the product, the customer problem, and the context. Help shape teams operating in ambiguous spaces, especially where product direction is still emerging and close partnership with Product is essential. Work closely with cross-functional partners, including Product, Design, Sales, and machine learning engineers and scientists where relevant. Help build a seamless customer experience across sales, ecommerce, support and success, so customers interact with one agent experience rather than being passed between siloed systems. Sometimes that means writing code yourself. Sometimes it means doing the analysis, driving cross-functional collaboration, or force-multiplying someone on your team who’s stuck. You’ll bring together engineers who’ve never worked as a team, set high expectations, build momentum under aggressive timelines, and drive execution. Develop senior engineers into leaders. We need someone who accelerates staff and senior engineers, gives direct, actionable feedback that changes outcomes, and grows the leadership capacity of the people around them. Partner with the Engineering Director on group-level strategy: where to invest more, where we’re falling behind, and what we should stop doing to go harder somewhere else. You’ll do all of this in an AI-first engineering culture. Every engineer has Claude Code with unlimited tokens and a sophisticated ecosystem of MCP servers, skills, and shared context. You’ll push the boundaries of what’s possible with AI-assisted development, both personally and through how you set up your teams. What are we looking for? The most important thing: you need to be an exceptional people leader and personally action-oriented. Not one or the other. We don’t want managers who are great with people but distant from the product. And we don’t want hands-on operators who neglect the leadership craft. You build high-performing teams and get personally stuck in to drive outcomes when it matters. Beyond that: Product-minded, not process-minded. You understand what you’re building and why. You have opinions about the product, not just how the team operates. Comfortable operating in early product formation. You can work through ambiguity, help shape direction with partners, and make sound calls even when the path isn’t fully defined. Strong product engineering instincts. This role is better suited to someone who has worked in product-heavy environments and is excited by customer problems, roadmap shaping and fast iteration. AI fluency. You’re actively experimenting with AI-assisted development, forming opinions about how it changes the way teams build software, and pushing your teams to adopt new ways of working. This is table stakes for this role. Technically credible. You don’t need to be the deepest engineer in the room, but you can hold your own. You can review an architecture proposal and ask the right questions. Engineers respect your technical judgment. Communication. You can explain to leadership why a team needs more investment, align multiple stakeholders around a complex project, have a difficult performance conversation, and unblock an engineer on a gnarly problem, all in the same day. Extreme autonomy. You identify problems, form convictions, and act on them. If you’re the kind of manager who waits for direction, this isn’t the right role. Critical thinking about the business. You understand what Fin is optimising for and translate that into team-level decisions. This is an engineering management role for product teams building AI-powered customer experiences in close partnership with ML and adjacent teams, not a role directly managing ML engineers or ML scientists. Why Fin, why now? Fin is #1, and the race is heating up. We built the leading AI agent for customer service, but fast-moving AI-native startups are coming for this space. The engineering decisions made in the next 12 months will determine who wins. Fin has been building for 15 years: deep product, massive customer base, strong revenue. But unlike