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 30000 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.
Role Overview
Were looking for a Staff AI Product Designer to shape what our AI does how it behaves and how it fits into real user workflows.
This is not a traditional product design role. Youll go beyond interface design to define how AI systems behave operate and deliver value in the real worldsimilar to emerging AI Model Designer roles but more deeply embedded in product.
What Youll Do
1. Define AI capabilities (the what and why)
Identify and pattern match high-value opportunities for AI across the product
Define what AI should doand just as importantly what it should not do making hard or unpopular calls when needed
Set clear boundaries for autonomy vs human control
2. Design AI behavior orchestration and system logic
Architect AI-driven workflows and agentic systems that operate across real-world scenarios and over time including multi-step and agent-to-agent interactions
Establish decision frameworks: when systems should act ask escalate or defer
Design for uncertainty failures and edge cases as core system behavior
Develop and apply design principles and heuristics to shape how AI systems behave and make decisions
Ensure systems remain coherent and predictable even as complexity scales
3. Shape human AI workflows and end-to-end experience
Design experiences for users who are increasingly managing AI systems and agents
Design how AI integrates into real user workflows not just isolated interactions
Define the role of the human in the loop: where users guide review or override
Ensure users can understand trust and recover from system failures
Partner with product designers to continuously shape and adapt the product experience as underlying systems evolve
4. Define quality evaluation and reliability
Define what good looks like (e.g. trust accuracy effort reduction and whether outputs are structured and usable in context)
Design evaluation scenarios and feedback loops
Analyze outputs to identify failure modes and system weaknesses
Design for reliability at the system level preventing agentic breakdowns
How Youll Work
Shape direction from the earliest stages of zero-to-one problems
Influence across teams without formal authority
Operate in a highly autonomous fast-moving environment with evolving constraints
Lead ambiguous in-flight workmaking calls on when to adapt the product vs. push on system improvements as things evolve
Act as a bridge between AI research technical capabilities and user needs
Collaborate deeply with ML scientists PMs and product designers
Prototype and run focused experiments that isolate variables and generate clear insights
Stay close to system behavior by regularly reviewing outputs and raising the bar on quality
What Were Looking For
Strong product judgmentyou consistently make high-quality calls on what to build and why
Ability to influence without authority
Experience working on zero-to-one products and comfort operating through ambiguity and rapid change
Deep understanding of LLMs and their limitations along with a grounding in traditional ML approaches and when to use them instead
Experience defining design principles heuristics or evaluation criteria for AI systems
High standards for quality with a track record of identifying where AI systems break down in real-world use
A scientific mindsetyou can design experiments that isolate variables and produce meaningful insights
Systems thinker: youre happier designing behaviors and flows than polishing interfaces
Were open to non-traditional backgrounds (e.g. product managers engineers or others) if you have strong product sense and a track record of representing user needs in technical systems
What This Role Is Not
You will not be training models or building ML infrastructure
You will not be responsible for backend architecture or performance optimization
You will only occasionally design UIthis is not the focus of the role
You will influence all of thesebut your primary responsibility is defining what should be built how it should behave and how it performs in the real world.
Why This Role Is Compelling
Youll join a mature AI discipline operating at the frontier. Fin already has an established AI Design team and strong cross-functional understanding of this role so you can focus on building rather than justifying your value.
You wont be adding AI to a product. The quality of our AI is the quality of our product. This is a technical hands-on role where you have the satisfaction of working with tight feedback loops.
Youll shape product direction not just execution. Youll operate upstream in a high-autonomy environment with real ownership over outcomes.
Benefits
We are a well treated bunch with awesome benefits! If theres something important to you thats not on this list talk to us!
Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday plus a variety of snack foods and a fully stocked kitchen
Regular compensation reviews - we reward great work!
Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
Pension scheme & match up to 4%
Peace of mind with life assurance as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave as well as 6 weeks paternity leave for fathers to let you spend valuable time with your loved ones
If youre cycling weve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
MacBooks are our standard but we also offer Windows for certain roles when needed.
#LI-Hybrid
Policies
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.
We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through ourcore values.
Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race color religion creed national origin ancestry sex gender age physical or mental disability veteran or military status genetic information sexual orientation gender identity gender expression marital status or any other legally recognized protected basis under federal state or local law.
Required Experience:
Staff IC
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...
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 30000 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.
Role Overview
Were looking for a Staff AI Product Designer to shape what our AI does how it behaves and how it fits into real user workflows.
This is not a traditional product design role. Youll go beyond interface design to define how AI systems behave operate and deliver value in the real worldsimilar to emerging AI Model Designer roles but more deeply embedded in product.
What Youll Do
1. Define AI capabilities (the what and why)
Identify and pattern match high-value opportunities for AI across the product
Define what AI should doand just as importantly what it should not do making hard or unpopular calls when needed
Set clear boundaries for autonomy vs human control
2. Design AI behavior orchestration and system logic
Architect AI-driven workflows and agentic systems that operate across real-world scenarios and over time including multi-step and agent-to-agent interactions
Establish decision frameworks: when systems should act ask escalate or defer
Design for uncertainty failures and edge cases as core system behavior
Develop and apply design principles and heuristics to shape how AI systems behave and make decisions
Ensure systems remain coherent and predictable even as complexity scales
3. Shape human AI workflows and end-to-end experience
Design experiences for users who are increasingly managing AI systems and agents
Design how AI integrates into real user workflows not just isolated interactions
Define the role of the human in the loop: where users guide review or override
Ensure users can understand trust and recover from system failures
Partner with product designers to continuously shape and adapt the product experience as underlying systems evolve
4. Define quality evaluation and reliability
Define what good looks like (e.g. trust accuracy effort reduction and whether outputs are structured and usable in context)
Design evaluation scenarios and feedback loops
Analyze outputs to identify failure modes and system weaknesses
Design for reliability at the system level preventing agentic breakdowns
How Youll Work
Shape direction from the earliest stages of zero-to-one problems
Influence across teams without formal authority
Operate in a highly autonomous fast-moving environment with evolving constraints
Lead ambiguous in-flight workmaking calls on when to adapt the product vs. push on system improvements as things evolve
Act as a bridge between AI research technical capabilities and user needs
Collaborate deeply with ML scientists PMs and product designers
Prototype and run focused experiments that isolate variables and generate clear insights
Stay close to system behavior by regularly reviewing outputs and raising the bar on quality
What Were Looking For
Strong product judgmentyou consistently make high-quality calls on what to build and why
Ability to influence without authority
Experience working on zero-to-one products and comfort operating through ambiguity and rapid change
Deep understanding of LLMs and their limitations along with a grounding in traditional ML approaches and when to use them instead
Experience defining design principles heuristics or evaluation criteria for AI systems
High standards for quality with a track record of identifying where AI systems break down in real-world use
A scientific mindsetyou can design experiments that isolate variables and produce meaningful insights
Systems thinker: youre happier designing behaviors and flows than polishing interfaces
Were open to non-traditional backgrounds (e.g. product managers engineers or others) if you have strong product sense and a track record of representing user needs in technical systems
What This Role Is Not
You will not be training models or building ML infrastructure
You will not be responsible for backend architecture or performance optimization
You will only occasionally design UIthis is not the focus of the role
You will influence all of thesebut your primary responsibility is defining what should be built how it should behave and how it performs in the real world.
Why This Role Is Compelling
Youll join a mature AI discipline operating at the frontier. Fin already has an established AI Design team and strong cross-functional understanding of this role so you can focus on building rather than justifying your value.
You wont be adding AI to a product. The quality of our AI is the quality of our product. This is a technical hands-on role where you have the satisfaction of working with tight feedback loops.
Youll shape product direction not just execution. Youll operate upstream in a high-autonomy environment with real ownership over outcomes.
Benefits
We are a well treated bunch with awesome benefits! If theres something important to you thats not on this list talk to us!
Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday plus a variety of snack foods and a fully stocked kitchen
Regular compensation reviews - we reward great work!
Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
Pension scheme & match up to 4%
Peace of mind with life assurance as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave as well as 6 weeks paternity leave for fathers to let you spend valuable time with your loved ones
If youre cycling weve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
MacBooks are our standard but we also offer Windows for certain roles when needed.
#LI-Hybrid
Policies
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.
We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through ourcore values.
Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race color religion creed national origin ancestry sex gender age physical or mental disability veteran or military status genetic information sexual orientation gender identity gender expression marital status or any other legally recognized protected basis under federal state or local law.
Fin is the leading AI Agent for customer service delivering the highest quality answers and handling the most complex queries. Employ Fin on any helpdesk or the Intercom Suite today.
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