AI Design Leader
Fin is seeking an AI Design Leader to head the Design function within its AI Group. This role involves managing AI Designers and working with AI Engineers and Scientists to shape how Fin's AI models behave, are evaluated for quality, and are translated into product experiences, requiring a blend of technical AI understanding, product leadership, and a builder's mindset.
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 e-commerce. 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.
We are looking for a technically-capable product leader to head up AI Design at Fin. Fin is the #1 AI agent for customer service — a full-stack, vertically integrated AI system powered by our own in-house models, Apex, designed specifically for customer experiences.
The role is to lead the Design function within our AI Group, where our custom models and core Fin functionality are developed. You will be managing our AI Designers (currently 3 Staff/Principal level AI Designers). You will work directly with AI Engineers and Scientists in our AI Group, and Product Designers and teams in our R&D group.
We believe that leading AI Design is a new type of product leadership role that combines technical, product, and leadership qualities. This includes shaping how the Fin AI models and harness behave — how they reason, respond, and improve over time. The experience is defined as much by model behavior, evals, and iteration loops as it is by UI.
We’re looking for someone to lead in that world.
You’re comfortable operating at the AI layer. Not just using AI tools, and not just designing around them, but getting into how things actually work:
You don’t need to have done everything end-to-end. But you can hold your own in conversations with engineers and scientists. You’re curious enough to go deep. You’ve likely built things, broken things, experimented a lot.
You almost certainly have opinions about where this is all going, what’s overhyped, what actually matters.
You care about building great products, deeply. You’ve likely led teams, or built things from scratch, or shaped products that people use. You know how to connect:
You can zoom out to define direction, and zoom in to perfect experiences. Maybe you’ve shipped AI products from the ground up, maybe you haven’t, but you’re already pulling AI into everything you build, and pushing way beyond surface-level use.
This part is true for everyone at Fin:
We don’t expect you to be all of these things at once. We think this role will attract people with different “shapes.” You might be:
You might not have ever had the title ‘Design Leader’. That’s fine. What matters more is:
You’ll be working at the center of how we build Fin. Alongside designers, engineers, and AI scientists, you’ll help shape:
Some of the work will feel like product. Some will feel like design. Some will feel closer to engineering or research.
A lot of it will feel new.
We understand that interviewing for a new role is both time and energy consuming–we aim to be thorough, speedy and transparent in our approach. You should expect for the entire process to be no more than 4 weeks from start to finish.
You’ll meet with members of our AI Group and Product & Design leadership team, and have the chance to properly understand the role, the problems we’re solving, and whether Fin is the right fit for you.
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.
Posted June 8, 2026