Senior Engineering Manager - Customer Agent

About Fin and the Role

Fin is a global leader in AI-driven customer service solutions, powering nearly 30,000 businesses worldwide with its advanced AI Customer Agent called Fin. Founded in 2011, the company focuses on delivering seamless customer experiences across service, sales, and ecommerce by combining proprietary AI models with fully integrated help desk systems.

The Senior Engineering Manager position on the Customer Agent team is a key leadership role within a rapidly growing division tasked with evolving Fin beyond traditional customer service. This team is creating an integrated AI agent to support the entire customer lifecycle, including sales and success, by unifying interactions across channels.

Role Responsibilities

• Lead critical, end-to-end strategic projects with full ownership of outcomes and impact metrics.
• Manage teams hands-on: deeply understand product challenges, customer needs, and contextual factors.
• Shape team operations in highly ambiguous and evolving environments, partnering closely with Product and cross-functional groups including Design, Sales, and machine learning specialists.
• Drive cross-functional collaboration to deliver a unified AI-powered customer experience spanning support, ecommerce, sales, and success.
• Contribute technically when necessary by coding, performing analysis, or assisting team members facing complex challenges.
• Build cohesive teams from individuals new to working together, set ambitious goals, and maintain momentum under tight deadlines.
• Develop senior engineers into future leaders, providing candid feedback and fostering growth in leadership capabilities.
• Collaborate with the Engineering Director on high-level strategy to prioritize investments and optimize resource allocation.
• Operate within an AI-first engineering culture utilizing tools like Claude Code and MCP servers to enhance development efficiency and innovation.

Desired Qualifications and Attributes

• Exceptional people leadership skills combined with a hands-on, action-oriented approach.
• Strong product focus, with an understanding of what and why the team is building beyond processes.
• Experience leading in early-stage product development with the ability to navigate ambiguity and contribute to strategic direction.
• Familiarity with AI-assisted software development and a passion for driving adoption of new technologies and workflows.
• Solid technical credibility allowing engagement with engineering architecture and decision-making.
• Excellent communication skills to align stakeholders, advocate for resources, manage performance issues, and solve complex problems.
• High autonomy with the capacity to proactively identify and capitalize on opportunities without waiting for direct instructions.
• Business acumen to align team initiatives with Fin’s overarching goals and competitive positioning.
• Note: This role focuses on managing product engineers working on AI-powered customer experiences and does not directly manage machine learning engineers or scientists.

Why Join Fin Now?

As the market leader, Fin is at a critical juncture with increasing competition from AI-native startups. Recent $250M funding boosts accelerate growth and innovation. Employees benefit from cutting-edge tools and a culture that balances the resources of an established company with startup agility and impact.

Culture and Policies

Fin maintains a hybrid work policy requiring at least three days per week onsite to foster connection and collaboration. The company promotes an inclusive and open environment, focusing on unity and core values while respecting diverse personal opinions outside work. Equal Employment Opportunity is a foundational commitment, prohibiting discrimination on any legally protected grounds.