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.

What's The Opportunity?

Fin is becoming a Customer Agent - one that handles the customer lifecycle end to end, from day 10 to year 10. We've already brought roles like Fin for Sales and Fin for Ecommerce to market, and that's just the beginning. As Fin gets better, the question for our customers shifts from "can AI handle some of our tickets?" to "which roles inside our company should Fin do?" This role is about answering that question and tell that story in the market - helping launch the next roles for Fin, establishing product and message-market fit, and building the go-to-market motion that turns a bet into a category.

This is a senior IC role for someone who wants to operate at the centre of product, AI, sales, and strategy and who is energised by zero-to-one. You'll own the positioning, messaging, and go-to-market for new agent roles as part of Customer Agent: taking products to market for the first time, finding product-market fit, and driving the growth that turns an early bet into a scaled business.

This is not a role for maintaining an established narrative. It's a builder role. You'll start from a blank page more often than not, doing the research to understand a new buyer, the role they play, and the pain Fin removes; creating the messaging from scratch; launching; then iterating relentlessly as the market tells you what's working. You'll work directly with product, engineering, sales leadership, and the wider marketing team. You'll be hands-on with the product and the tech. You'll move fast, think from first principles, and help define what great PMM looks like for a product category that doesn't fully exist yet.

What Will I Be Doing?

Lead positioning and messaging for new Customer Agent roles from first principles
Do the foundational research to understand new buyers, their roles, and the pain Fin removes
Find and iterate on product-market and message-market fit - learn from what lands and what doesn't, and tighten the positioning, ICP, and story until it clicks
Shape the ICP and audience for each new role - helping guide marketing and GTM teams on where to focus and direct campaigns and sales plays
Drive the growth motion once fit is found - scaling a role from early traction into a repeatable, expanding part of the business
Build crisp, high-impact narratives and enablement that sales actually uses and that establishes confidence in a brand-new offering
Create high-quality core PMM assets: web pages, first call decks, narratives, scripts, and launch materials and maintain the core 'brain' of PMM context that feeds our AI-first approach
Lead launches and go-to-market moments for new agent roles, working cross-functionally to deliver crisp messaging that fits sales, campaigns, and content needs
Drive cross-functional alignment on what we're saying, why, and how it shows up everywhere - from the website to the sales deck to the customer email

What We're Looking For

This role is for someone who is a hybrid: part strategist, part storyteller, part technologist. You move between customer insight, product detail, competitive analysis, and creative expression without friction. Above all, you've taken new products to market before — and you know what it takes to find fit and drive growth from a standing start.

You've done this before

5+ years in product marketing, ideally in B2B, with a track record of shaping how complex products are understood in market
You've taken new products from zero to one to scale - launching something net-new, finding product-market fit, and growing it into a real business
You've owned a product area end-to-end - from research and ICP through positioning, launch, field enablement, and growth
You're comfortable starting from a blank page: doing the research, creating the messaging from scratch, and launching without a template to copy
You've worked in fast-moving environments where the product ships faster than the messaging can keep up and found a way to move at that pace without losing quality

You think and write with precision

Excellent written communication - you write crisp briefs, sharp narratives, and synthesis memos that drive alignment
Strong editorial judgment - you know the difference between a sharp positioning statement and marketing language that means nothing
You push back on vague claims and force specificity - in your own work and in others'

You're product-obsessed and technically engaged

You read the docs, use the product, and dig into the tech before you craft a single message
You're genuinely curious about AI - not just as a talking point, but as something you think about, experiment with, and engage with constantly
You use AI tools fluently in your own work and are always looking for new ways to move faster and think sharper

You operate at the intersection of strategy and execution

You don't hand off strategy and wait - you take it all the way to the asset, the launch, the field, and the growth motion that follows
Strong judgment and the ability to work independently on large, high-stakes, ambiguous initiatives
A systems thinker who builds messaging architectures and frameworks others can use, not just one-off assets
You work well across functions, build trust quickly, and make the people around you more effective

Attributes We're Looking For

Ambitious and competitive - you set a high bar, think big, and want to win. You'll go the extra mile and you're motivated by building something that leads the market.
Confident and decisive - you back yourself, optimise for progress over consensus, and value momentum. You ask for forgiveness, not permission.
Curious and intellectually engaged - you're always learning, experimenting, and asking why. You keep up with AI's pace and use it to improve how you work.
Tasteful and creative - you understand what connects emotionally with people and draw on design, culture, and craft to create ideas that resonate.
Impatient and change-oriented - you hate slow and work to fix the root cause. You thrive in ambiguity and love building something new.

Benefits

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!

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
Regular compensation reviews - we reward great work!
Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
Pension scheme & match up to 4%
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
MacBooks are our standard, but we also offer Windows for certain roles when needed.

#LI-Hybrid

Policies

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.

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