Fin
AI Customer Agent
StaffAIDesigner
Neural analysis suggests this role is
optimal for Senior candidates.
“Staff AI Designer at Fin. Skills: AI Product Design, AI systems design, AI behavior definition, human-AI workflow design. Define AI capabilities (the “what and why”). Design AI behavior, orchestration, and system logic”
What You'll Achieve.
help businesses provide perfect customer experiences; deliver impeccable, always-on customer support across the customer journey; resolves complex customer issues end-to-end across every channel, with minimal set-up and integration; transform their customer support; turning emerging capabilities into reliable, high-quality user experiences; deliver value in the real world; Identify and pattern match high-value opportunities for AI across the product; Ensure systems remain coherent and predictable, even as complexity scales; Ensure users can understand, trust, and recover from system failures; Define what “good” looks like (e. g. trust, accuracy, effort reduction, and whether outputs are structured and usable in context); Design for reliability at the system level, preventing agentic breakdowns; generate clear insights; raising the bar on quality
Industry & Context.
resolve complex customer issues end-to-end; Design for uncertainty, failures, and edge cases as core system behavior; recover from system failures; identify failure modes and system weaknesses
What They're Looking For.
Must Have
product judgment, 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 behaviors and flows than polishing interfaces, product sense and a track record of representing user needs in technical systems
Nice to Have
non-traditional backgrounds (e.g. product managers, engineers, or others)
What You'll Do.
Define AI capabilities (the “what and why”)
Shape human + AI workflows and end-to-end experience
How You'll Work.
Team & Collaboration
Collaborate deeply with ML scientists, PMs, and product designers; Partner with product designers to continuously shape and adapt the product experience as underlying systems evolve
Full Job Description
Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performingAI 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. Role Overview We’re 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 role sits at the intersection of product, design, and machine learning—turning emerging capabilities into reliable, high-quality user experiences. You’ll design systems: behaviors, decisions, orchestration, and end-to-end experiences powered by AI. This is not a traditional product design role. You’ll go beyond interface design to define how AI systems behave, operate, and deliver value in the real world—similar to emerging “AI Model Designer” roles, but more deeply embedded in product. What You’ll 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 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 2. Design AI behavior, orchestration, and system logic Archit
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