Senior ML Science Manager

Reposted 2 Days Ago
Be an Early Applicant
Dublin, IRL
In-Office
Senior level
Cloud • Information Technology • Software
Intercom's mission is to make internet business personal - helping businesses connect with their customers.
The Role
Manage and mentor a team of ML scientists, driving collaboration with engineering and product leads to deliver impactful ML products while enhancing team productivity.
Summary Generated by Built In

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? 

Fin's AI Group is responsible for defining new ML products, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands. 
 
We are extremely product-focussed. Our team of 50+ ML scientists, ML engineers, designers and researchers works in partnership with other teams across the whole company. We move to production fast, often shipping to beta in weeks after a successful offline test. 
 
We are very passionate about applying machine learning technology, and have productized everything from classic supervised models, to cutting-edge unsupervised clustering algorithms, novel applications of transformer neural networks and fine-tuned LLMs. We test and measure the real customer impact of everything we deploy. 
 
We plan to double in size, and are on the lookout for an experienced manager to manage a team of highly-performing ML scientists. Engineering managers in Fin are not just people managers: they also have a track record of IC contributions, and can stay close to the work of their team. We won’t ask you to write code every day, but you should feel comfortable giving technical advice to your team and having a good deep grasp of what it should (or shouldn’t!) work on (and maybe even do an occasional code review or a PR).  

What will I be doing? 
  • Managing, mentoring and coaching a team of 10+ ML scientists, spread across our three offices in Dublin, London and Berlin. 
  • Collaborating with ML, engineering, product, and design leaders to shape work of the team and the impact it has on our products. 
  • Enabling your team to achieve high levels of productivity, performance and reliability.
  • Expanding the team and promoting its brand both internally and externally (recruitment, event planning, etc.).
What skills might I need? 
  • Experience leading, developing and supporting ML teams that deliver impact quickly.
  • A 5+ year track record of your own individual contributions in ML, AI, NLP, or data-related field.
  • Excellent applied ML and coding skills.
  • The ability to thrive in an ambiguous environment with a high degree of autonomy.
  • Strong communication skills, both within technical teams and across disciplines.
  • MSc or PhD in an ML-related field, or similar knowledge.
Bonus skills & attributes 
  • Track record shipping ML user-facing products.
  • Experience in a research environment.
  • Deep experience in an applicable ML area - e.g. NLP, Deep learning, Bayesian methods, Reinforcement learning, clustering.
  • Data skills: visualization, SQL etc.
  • Deep knowledge of software engineering practices.
  • Experience in recruiting ML scientists in a capacity similar to a hiring manager.
Benefits 

We 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 also offer Windows for certain roles when needed.

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 leading ML teams that deliver impact quickly
  • 5+ years of individual contributions in ML, AI, NLP, or data-related field
  • Excellent applied ML and coding skills
  • Ability to thrive in an ambiguous environment with high autonomy
  • Strong communication skills within technical teams
  • MSc or PhD in an ML-related field or similar knowledge

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.

  • Parental & Family Support Parental leave includes up to 26 weeks fully paid for birthing parents and 6–8 weeks for non-birthing parents as a highlighted benefit. Family support is emphasized alongside flexible time off.
  • Healthcare Strength Comprehensive medical, dental, and vision coverage is offered for employees and dependents, with EAP/mental-health support and income protection. Company-paid life insurance up to 4x salary is also included.
  • Fair & Transparent Compensation Compensation is positioned as market-rate by role, level, and location, with a formulaic approach described in public pay materials. Market-visible salary bands reinforce clarity around typical ranges.

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The Company
HQ: San Francisco, CA
900 Employees
Year Founded: 2011

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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