Staff Machine Learning Scientist

About Fin

Fin is a leading AI Customer Agent company dedicated to helping businesses deliver flawless customer experiences. Our AI agent, Fin, is recognized as the top-performing AI Customer Agent currently available, providing businesses with seamless, 24/7 customer support throughout the customer lifecycle including service, sales, and ecommerce interactions. Powered by proprietary AI models, Fin resolves complex customer inquiries end-to-end across multiple channels with minimal setup and integration. It can also interface natively with the Intercom help desk to offer a unified support platform tailored for modern support teams.

Founded in 2011, Fin rapidly grew to become one of the largest private software firms globally, with nearly 30,000 customers using its solutions to revolutionize customer support. The company’s core values drive a culture of innovation, speed, and delivering exceptional customer value.

Role Overview

The Machine Learning team at Fin is responsible for conceptualizing and developing new ML-driven features, researching relevant algorithms and technologies, and rapidly delivering initial prototypes to customers. As a highly product-focused unit, we collaborate closely with Product and Design teams to ensure our ML products are aligned with user needs. Our dedicated ML product engineers enable swift progression from offline testing to beta production within weeks.

Our ML applications span classical supervised models, advanced unsupervised clustering techniques, and cutting-edge transformer neural network implementations. We continuously assess the impact of deployed models on real customer outcomes.

Key Responsibilities

• Lead recruitment, mentoring, and professional growth of engineering team members.
• Elevate technical standards encompassing performance, reliability, and operational excellence.
• Detect opportunities where machine learning can add value for customers.
• Define appropriate ML problem formulations in partnership with teammates, Product, and Design stakeholders.
• Conduct deep exploratory data analysis and investigative research to thoroughly understand problem domains.
• Research and select suitable algorithms and tools balancing pragmatism and innovation.
• Execute offline evaluations to validate algorithm efficacy.
• Collaborate with engineers to transition prototypes into production-ready solutions.
• Plan, measure, and disseminate learning to guide iterative product improvements.
• Work closely with cross-functional teams to build outstanding ML-driven products.

Required Qualifications and Skills

• 5 to 8 years of hands-on machine learning experience.
• Prior senior or staff-level experience in data science, software engineering, or academic research roles.
• Proven track record of impactful contributions to products or teams.
• Strong programming expertise.
• Experience serving as the primary technical leader within a team.
• Excellent communication skills across engineering and interdisciplinary groups.
• Ability to navigate ambiguous situations with ease.
• Typically possesses advanced degree (e.g., MSc) in machine learning or related disciplines.
• Strong scientific reasoning and analytical capabilities.

Preferred Skills and Attributes

• Demonstrated success in shipping machine learning products.
• Doctorate degree or significant research background.
• Deep expertise in areas such as NLP, deep learning, Bayesian approaches, reinforcement learning, or clustering.
• Solid foundation in statistics and mathematics.
• Proficiency with data visualization tools, SQL, matplotlib, and similar technologies.

Additional Information

At Fin, we prioritize providing resources and programs that enable employees to achieve their best work, supporting health, wellbeing, family life, time off, and financial security. Benefits vary depending on location in accordance with local laws and norms.

Fin operates a hybrid working policy, emphasizing in-person collaboration to foster connection, culture, and teamwork, while preserving flexibility to work remotely. Employees are expected to be onsite at least three days weekly.

We maintain a culture of openness and inclusivity, deliberately avoiding involvement in divisive social or political discourse to ensure a respectful and cohesive environment for all. Personal views on such topics are respected if expressed privately and outside of company communications.

Fin is committed to equal employment opportunity, prohibiting discrimination on any legally protected grounds including race, gender, age, disability, veteran status, sexual orientation, and others.