Senior Engineering Manager, Fin AI Agent

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. 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.

What's the opportunity? Fin is the #1 AI agent for customer service. It resolves over 1M customer conversations every week, and we're just getting started. This role sits within the Service Agent pillar: 12 teams and growing, building every capability that makes Fin work. You'll own 1-2 of the most strategically significant work streams in the pillar. These aren't static teams with stable roadmaps. We re-evaluate priorities at the pillar level constantly, spinning up and down work streams and dynamic teams to solve whatever matters most right now.

What will you do? You’ll own strategically significant work streams end-to-end. You're accountable for outcomes, not just delivery cadence or team health, but whether the work actually moved the needle. This is not a role for facilitators. You will be on the front line: deeply understanding the product, the problem, and the context. Sometimes that means writing code yourself. Sometimes it means doing the analysis, or driving cross-functional collaboration, or force-multiplying someone on your team who's stuck. There is a straight line between your work and the impact being delivered. You lead from the front.

You’ll develop senior engineers into leaders. We don't need someone who mentors juniors on the basics. We need someone who accelerates staff and senior engineers, who gives direct, actionable feedback that changes outcomes, and who grows the leadership capacity of the people around them. You’ll partner with the Engineering Director on pillar-level strategy. Where should we invest more? Where are we falling behind? What should we defund? You bring these opinions, backed by what you're seeing on the ground.

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. 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. Operated at real scale with startup energy. You've likely spent time at companies operating at significant scale. You've seen what large distributed systems look like in production and what it takes to ship reliably in that environment. But you also have urgency, resourcefulness, and a bias toward action over discussion.

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. 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 partner with the Engineering Director on where the pillar needs to go next. 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. Which work streams need investment? Where are we falling behind? What should we stop doing to go harder somewhere else?

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 most legacy SaaS companies, we made a successful pivot to AI. While most of SaaS trends down, Fin trends up. We recently raised $250M to go even further even faster.

Benefits: We are a well treated bunch, with awesome benefits! 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.