The opportunity
Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.
What you'll do
Identify and pattern match high-value opportunities for AI across the product
Define what AI should do—and just as importantly, what it should not do,: making hard or unpopular calls when needed
Set clear boundaries for autonomy vs human control
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
What they're looking for
- Strong product judgment—you 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 mindset—you can design experiments that isolate variables and produce meaningful insights
- Systems thinker: you’re happier designing behaviours and flows than polishing interfaces
