Senior Machine Learning Science Manager

About Fin

Fin is an AI Customer Agent company dedicated to helping businesses deliver flawless customer experiences. Its AI agent, Fin, leads the market in performance by offering businesses seamless, 24/7 customer support throughout the entire customer journey including service, sales, and ecommerce. Powered by proprietary AI models, Fin addresses complex customer issues comprehensively across multiple channels with minimal setup and integration. The solution can be integrated with an Intercom help desk for a unified system suited to contemporary support teams.

Founded in 2011, Fin is one of the largest privately held software companies globally, serving nearly 30,000 businesses to revolutionize customer support. The company's culture emphasizes pushing boundaries, building rapidly and intensively, and consistently delivering extraordinary customer value.

Role Overview

The AI Group at Fin is responsible for creating new machine learning products, researching relevant algorithms and technologies, and quickly delivering prototype solutions to customers. The product-oriented team of over 50 ML scientists, engineers, designers, and researchers collaborates across teams to rapidly transition from offline testing to beta releases within weeks.

Fin applies a range of machine learning techniques from classical supervised models and advanced unsupervised clustering to innovative transformer networks and fine-tuned large language models, always measuring customer impact of deployments.

Key Responsibilities

• Lead and mentor a team of more than 10 machine learning scientists distributed across Dublin, London, and Berlin offices.
• Work closely with leaders in ML, engineering, product, and design to guide team efforts and maximize product impact.
• Support your team to achieve exceptional productivity, performance, and dependability.
• Grow the ML science team and enhance its internal and external presence through recruitment and event organization.

Required Skills and Qualifications

• Proven experience managing and developing ML teams that deliver significant results swiftly.
• At least five years of hands-on experience contributing individually in machine learning, AI, natural language processing, or data-related domains.
• Advanced applied machine learning expertise combined with strong programming capabilities.
• Ability to succeed in a high-autonomy, ambiguous environment.
• Excellent communication skills bridging technical and cross-disciplinary audiences.
• A master's or doctoral degree in an ML-related discipline or equivalent expertise.

Preferred Additional Skills

• Demonstrated history of deploying machine learning in user-facing products.
• Experience in a research-oriented environment.
• Deep expertise in ML specializations such as NLP, deep learning, Bayesian inference, reinforcement learning, or clustering approaches.
• Proficiency in data handling skills including visualization and SQL.
• Solid knowledge of software engineering best practices.
• Experience managing recruitment processes for ML scientists.

Work Environment & Culture

Fin offers benefits tailored to support health, wellbeing, family needs, time off, and financial security, with offerings adjusted per location according to local standards.

The company follows a hybrid work approach, encouraging at least three days per week onsite to foster collaboration and culture while allowing flexible work from home.

Fin embraces a radically open and inclusive culture, prioritizing a respectful and cohesive workplace by avoiding divisive social or political advocacy within company communications. Individual personal views on such topics are respected when expressed outside work contexts.

Diversity & Equal Opportunity

Fin is committed to equal employment opportunity and does not discriminate based on race, religion, gender, age, disability, veteran status, sexual orientation, gender identity, marital status, or any legally protected classification.