Intercom develops a customer communications platform powered by AI agents that automate and personalize support interactions for digital businesses.
<div class="content-intro"><p><a href="https://fin.ai/">Fin</a> is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.</p> <p>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.</p> <p>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.</p></div><h2><strong>What's the opportunity?</strong></h2> <p>Fin is the #1 AI agent for customer service. It resolves over 1M customer conversations every week, and we're just getting started. We're inventing paradigms that didn't exist six months ago and discovering entirely new problem spaces every time we push the technology further.</p> <p>This role sits within the Service Agent pillar: 12 teams and growing, building every capability that makes Fin work. You'll own 1-2 of the most strategically significant work streams in the pillar. These aren't static teams with stable roadmaps. We re-evaluate priorities at the pillar level constantly, spinning up and down work streams and dynamic teams to solve whatever matters most right now. The teams you lead six months in may look nothing like the ones you start with. You need to be okay with that.</p> <p>The competitive landscape is intense. Fast-moving AI-native startups are shipping aggressively and going after the same deals we are. We need someone who thrives under that pressure and can maintain high standards while moving at startup speed.</p> <h2><strong>What will you do?</strong></h2> <p>You'll own strategically significant work streams end-to-end. You're accountable for outcomes, not just delivery cadence or team health, but whether the work actually moved the needle.</p> <p>This is not a role for facilitators. You will be on the front line: deeply understanding the product, the problem, and the context. Sometimes that means writing code yourself. Sometimes it means doing the analysis, or driving cross-functional collaboration, or force-multiplying someone on your team who's stuck. There is a straight line between your work and the impact being delivered. You lead from the front.</p> <p>We regularly spin up new work streams around emerging priorities. You'll bring together engineers who've never worked as a team, set high expectations, build momentum under aggressive timelines, and drive execution. Then the shape of your teams may change again. That's the job.</p> <p>You'll develop senior engineers into leaders. We don't need someone who mentors juniors on the basics. We need someone who accelerates staff and senior engineers, who gives direct, actionable feedback that changes outcomes, and who grows the leadership capacity of the people around them.</p> <p>You'll partner with the Engineering Director on pillar-level strategy. Where should we invest more? Where are we falling behind? What should we defund? You bring these opinions, backed by what you're seeing on the ground.</p> <p>And you'll do all of this in an AI-first engineering culture. Every engineer has Claude Code with unlimited tokens and a sophisticated ecosystem of MCP servers, skills, and shared context. You'll push the boundaries of what's possible with AI-assisted development, both personally and through how you set up your teams.</p> <h2><strong>What are we looking for?</strong></h2> <p>The most important thing: you need to be an exceptional people leader AND personally action-oriented. Not one or the other. We don't want managers who are great with people but distant from the product. And we don't want hands-on operators who neglect the leadership craft. You build high-performing teams AND get personally stuck in to drive outcomes when it matters.</p> <p>Beyond that:</p> <p><strong>Product-minded, not process-minded.</strong> You understand what you're building and why. You have opinions about the product, not just how the team operates. You can challenge a product direction, spot a gap in the strategy, and make calls about what work matters most.</p> <p><strong>Operated at real scale with startup energy.</strong> You've likely spent time at companies operating at significant scale. You've seen what large distributed systems look like in production and what it takes to ship reliably in that environment. But you also have urgency, resourcefulness, and a bias toward action over discussion.</p> <p><strong>AI fluency.</strong> You're actively experimenting with AI-assisted development, forming opinions about how it changes the way teams build software, and pushing your teams to adopt new ways of working. This is table stakes for this role.</p> <p><strong>Technically credible.</strong> You don't need to be the deepest engineer in the room, but you can hold your own. You can review an architecture proposal and ask the right questions. You can spot when a team is over-engineering or under-investing. Engineers respect your technical judgment.</p> <p><strong>Communication.</strong> You can explain to leadership why a team needs more investment, align multiple stakeholders around a complex project, have a difficult performance conversation, and unblock an engineer on a gnarly problem, all in the same day.</p> <p><strong>Extreme autonomy.</strong> You partner with the Engineering Director on where the pillar needs to go next. You ide