Engineering Manager, AI Models Infrastructure England

London, England

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.

Fin is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always‑on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Fin Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by over 30,000 global businesses, Fin is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

We’re hiring an Engineering Manager for our AI Models Infrastructure Team in the AI Group
. The AI Models Infrastructure team builds and operates the foundational infrastructure that empowers our teams to train and run Fin's own AI models.

This is a highly technical EM role – you’ll lead a team of expert engineers in a fast‑evolving technical domain. To empower this team to be most effective, you will need prior experience in AI and the appetite to continually invest in deepening your technical knowledge.

• Lead a high‑performing team building the platform and infrastructure that power Fin's AI capabilities.
• Magnify the team’s effectiveness
  , whether that means removing impediments or finding ways to accelerate their progress.
• Support teams of ML Scientists and Engineers building AI powered capabilities.
• Plan, prioritize, and deliver high‑impact roadmaps in partnership with the team’s most senior engineers, balancing delivery, quality, and innovation.
• Empower the engineers on the team to act with agency and maximize their impact.
• Expand your scope over time
  , potentially taking ownership of additional platform domains as the team and AI initiatives grow.

• Experience training ML models and operating them in production, at scale.
• Experience leading infra or platform teams.
• Strong prior experience working as an engineer.
• Strong technical judgment and communication skills, enabling you to advocate for the team’s needs.
• Adaptable leadership style suited to a group that will grow quickly and change shape over time.
• Curiosity and enthusiasm for AI.

• 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.
• Pension scheme & match up to 4%.
• Peace of mind with life assurance, and comprehensive health and dental insurance for you and your dependents.
• Flexible paid time off policy.
• Paid maternity leave, and 6 weeks paternity leave for fathers.
• Cycle‑to‑Work Scheme with secure bike storage.
• Mac Books are our standard, but we also offer Windows for certain roles when needed.

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.

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.