Staff Machine Learning Scientist

About Fin

Fin is a pioneering company specializing in AI Customer Agent technology designed to help businesses deliver flawless customer experiences across service, sales, and e-commerce. Our flagship product, the Fin AI Agent, stands as the market's leading AI Customer Agent, resolving complex customer issues across multiple channels with minimal setup and integration. Combining our AI with an integrated help desk system creates a comprehensive support solution tailored for today's support teams.

Since its founding in 2011, Fin has experienced rapid growth and is among the largest private software companies globally, serving nearly 30,000 businesses worldwide. Our culture emphasizes innovation, speed, and delivering exceptional value to customers.

Position Overview

As a part of Fin's Machine Learning team, you will be instrumental in defining novel machine learning features, exploring algorithms and technologies, and swiftly developing prototypes that reach customers. Collaborating closely with Product and Design teams, our ML group is highly product-centric, deploying everything from classical supervised learning models to advanced unsupervised and transformer-based neural networks. We rigorously assess the customer impact of the models we introduce.

Key Responsibilities

• Lead hiring efforts, mentor peers, and foster career growth within the engineering team.
• Set and maintain top-tier technical standards including performance, reliability, and operational excellence.
• Identify and frame how machine learning can add customer value, partnering with interdisciplinary teams.
• Perform exploratory data analysis and research to deeply understand challenges.
• Research and select suitable algorithms and tools balancing pragmatism with innovation.
• Conduct offline evaluations to validate algorithm effectiveness.
• Collaborate with engineers to transition prototypes into production.
• Plan, measure outcomes, and communicate insights to guide product iteration.
• Work closely with other teams to develop outstanding ML-driven products.

Required Qualifications and Skills

• Five to eight years of experience applying machine learning techniques in professional settings.
• Leadership background with previous senior or staff level roles in data science, software development, or academia.
• Proven impact on products and team outcomes through your work.
• Strong programming capabilities.
• Experience as the main technical leader within a team.
• Excellent communication skills across engineering and cross-disciplinary teams.
• Comfort operating in ambiguous or uncertain environments.
• Advanced education in machine learning or a related discipline (e.g., MSc).
• Scientific and analytical thinking aptitude.

Preferred Additional Skills

• Demonstrated success in launching machine learning products.
• PhD or equivalent research experience.
• Expertise in relevant ML domains such as natural language processing, deep learning, Bayesian methods, reinforcement learning, or clustering.
• Strong background in statistics or mathematics.
• Experience with data visualization, SQL, matplotlib, and related tools.

Work Environment and Culture

Fin offers benefits tailored to support your health, family, well-being, time off, and financial future, aligned with local norms and regulations. We have a hybrid work policy requiring employees to work onsite at least three days weekly to foster connection, collaboration, and culture while maintaining flexibility.

Our culture promotes openness and acceptance, steering clear of divisive topics in company communications to maintain a safe and unified workplace. While personal opinions on social or political matters are respected outside of work, our focus remains on extraordinary work driven by our core values.

Diversity and equal employment opportunity are core commitments. Fin does not tolerate discrimination based on protected legally recognized categories including race, religion, gender, disability, veteran status, and others.