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.
Fin is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our Helpdesk brings together the tools modern support teams need to deliver fast, effective service: an omnichannel inbox, AI-powered ticketing, real-time assistance from Copilot, automation, and Fin AI Agent. We are building a single system where human and AI agents can work together seamlessly, with the context and intelligence to resolve increasingly complex customer issues.
What’s the opportunity?The AI Helpdesk is a major next step in the evolution of Intercom’s core product. We are shaping an AI-first Helpdesk that helps support teams work more efficiently, resolve more conversations, and deliver consistently excellent customer experiences.
This role sits in a high-impact product organisation where the product vision and technical direction are continuing to evolve. You’ll lead an engineering team working closely with Product, Design, Customer Support, and AI/ML partners to turn customer and operational problems into simple, powerful product experiences.
What will I be doing?You will:
- 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.
The most important thing is that you are an exceptional people leader who is personally action-oriented. We don’t want managers who are distant from the product, and we don’t want hands-on operators who neglect the leadership craft. You build strong teams and get involved directly when the situation requires it.
Beyond that, you bring:
- 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.
Fin is helping define the AI era of customer service. The Helpdesk is at the centre of that opportunity: a product used by support teams every day, now being reimagined around AI, automation, rich context, and seamless collaboration between people and machines.
You’ll have the scale, customers, and resources of an established company, alongside genuine opportunity to shape product direction, team culture, and how engineering works in an AI-first environment.
BenefitsWe are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)
- 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 we’re happy to get you whatever equipment helps you get your job done
#LI-Hybrid
Policies
Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
Skills Required
- Experience managing software engineering teams building customer-facing products
- Strong product engineering instincts and focus on user experience and measurable outcomes
- Ability to shape strategy, prioritise effectively, and create clarity in ambiguous environments
- Sufficient technical depth to engage in architecture discussions and unblock engineers
- Track record of delivering complex work predictably while balancing speed, quality, and reliability
- Experience partnering effectively with Product, Design, Data, Customer Support, and senior stakeholders
- Proven ability to coach engineers and develop senior talent into leaders
- Excellent written and verbal communication skills
- Curiosity about AI-native products and AI-assisted engineering practices
- High degree of autonomy, sound judgment, and bias toward action
Intercom Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Intercom and has not been reviewed or approved by Intercom.
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Healthcare Strength — Healthcare is described as comprehensive across regions, with employer‑verified medical, dental, and vision coverage and related protections. Job postings and benefits pages consistently highlight strong core health benefits.
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Parental & Family Support — Parental leave is repeatedly characterized as generous for both birthing and non‑birthing parents, with employer verification on public benefits listings. Family support is emphasized across U.S. and EMEA postings.
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Equity Value & Accessibility — Role postings regularly include equity/RSUs alongside salary, indicating broad access to ownership. Total compensation descriptions consistently feature equity as a meaningful part of the package.
Intercom Insights
What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform. Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal. Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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