Senior Machine Learning Scientist

About the Company

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 ecommerce. 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 building a significant R&D hub in Berlin, drawn by its rare blend of deep technical talent and rich creative culture. Our ambition is to hire 100 people in Berlin over the year ahead across engineering, AI, data science, product, and design. We believe this is the most exciting time to join, be the founding R&D talent in the region and make a lasting impact as we build the world's number one customer agent!

What's the opportunity?

Fin's Machine Learning team is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands. We are an extremely product focused team, working in partnership with Product and Design functions. Our team's dedicated ML product engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test. We are passionate about applying machine learning technology, having productized everything from classic supervised models to cutting-edge unsupervised clustering algorithms and novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy.

What will I be doing?

• Identify areas where ML can create value for our customers.
• Identify the right ML framing of product problems.
• Work with teammates and Product and Design stakeholders.
• Conduct exploratory data analysis and research.
• Deeply understand the problem area.
• Research and identify the right algorithms and tools.
• Be pragmatic, but innovate right to the cutting-edge when needed.
• Perform offline evaluation to gather evidence an algorithm will work.
• Work with engineers to bring prototypes to production.
• Plan, measure & socialize learnings to inform iteration.
• Partner deeply with the rest of team, and others, to build excellent ML products.

What skills might I need?

• Broad applied machine learning knowledge.
• 3-5 years applied ML experience.
• Practical stats knowledge (experiment design, dealing with confounding etc).
• Intermediate programming skills.
• Strong communication skills, both within engineering teams and across disciplines.
• Comfort with ambiguity.
• Typically have advanced education in ML or related field (e.g. MSc).
• Scientific thinking skills.

Bonus skills & attributes

• Track record shipping ML products.
• PhD or other experience in a research environment.
• Deep experience in an applicable ML area. E.g. NLP, Deep learning, Bayesian methods, Reinforcement learning, clustering.
• Strong stats or math background.
• Visualization, data skills, SQL, matplotlib, etc.

Benefits

• Competitive salary, annual bonus and equity.
• Regular compensation reviews.
• Generous paid time off above statutory minimum.
• Generous family leave (maternity, paternity).
• Hybrid working.
• MacBooks are our standard, but we also offer Windows for certain roles when needed.
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
• Fun events for employees, friends, and family!