Engineering Manager - AI Helpdesk

The most important thing is that you are an exceptional people leader who is personally action-oriented. We don’t want managers who are distant from the product, and we don’t want hands-on operators who neglect the leadership craft. You build strong teams and get involved directly when the situation requires it.

Beyond that, you bring:

Experience managing software engineering teams building customer-facing products.

Strong product engineering instincts and an interest in customer problems, user experience, and measurable outcomes.

The ability to shape strategy, prioritise effectively, and create clarity in ambiguous environments.

Enough technical depth to engage credibly in architecture discussions, understand trade-offs, and unblock engineers when things get difficult.

A track record of delivering complex work predictably while balancing speed, quality, and reliability.

Experience partnering effectively with Product, Design, Data, Customer Support, and other senior stakeholders.

A strong record of coaching engineers, developing senior talent, and building healthy, inclusive teams.

Excellent written and verbal communication skills.

Curiosity about AI-native products and how AI-assisted engineering is changing the way teams build software.

A high degree of autonomy, sound judgment, and a bias toward action.

Fin is helping define the AI era of customer service. The Helpdesk is at the centre of that opportunity: a product used by support teams every day, now being reimagined around AI, automation, rich context, and seamless collaboration between people and machines.

You’ll have the scale, customers, and resources of an established company, alongside genuine opportunity to shape product direction, team culture, and how engineering works in an AI-first environment.

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 our core 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.