Engineering Manager - AI Helpdesk

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

The AI Helpdesk is a major next step in the evolution of Intercom's core product. We are shaping an AI-first Helpdesk that helps support teams work more efficiently, resolve more conversations, and deliver consistently excellent customer experiences.

As the Engineering Manager - AI Helpdesk, you will lead an engineering team building AI-first Helpdesk capabilities. You will:

• Lead and grow a high-performing engineering team building AI-first Helpdesk capabilities.
• Set clear goals and create the conditions for the team to deliver valuable, reliable product at a healthy pace.
• Partner closely with Product and Design to shape strategy, roadmap, priorities, and customer outcomes.
• Work with AI and ML partners where relevant, while keeping the focus on building excellent customer-facing product experiences.
• Understand the customer, agent, and business problems behind the roadmap - not just the delivery process.
• Bring technical judgment to architecture, quality, reliability, and long-term product health.
• Remove impediments, create clarity, and help the team make good decisions with increasing autonomy.
• Build an inclusive, collaborative team culture with high standards for ownership, communication, and execution.
• Coach engineers and develop senior engineers into technical and organisational leaders.
• Contribute to the wider AI Helpdesk strategy and help align engineering decisions across adjacent teams.
• Explore how AI-assisted development can improve the team's speed, quality, and effectiveness.

We are looking for someone with:

• Experience managing software engineering teams building customer-facing products.
• Strong product engineering instincts and an interest in customer problems, user experience, and measurable outcomes.
• The ability to shape strategy, prioritise effectively, and create clarity in ambiguous environments.
• Enough technical depth to engage credibly in architecture discussions, understand trade-offs, and unblock engineers when things get difficult.
• A track record of delivering complex work predictably while balancing speed, quality, and reliability.
• Experience partnering effectively with Product, Design, Data, Customer Support, and other senior stakeholders.
• A strong record of coaching engineers, developing senior talent, and building healthy, inclusive teams.
• Excellent written and verbal communication skills.
• Curiosity about AI-native products and how AI-assisted engineering is changing the way teams build software.
• A high degree of autonomy, sound judgment, and a bias toward action.

Benefits include:

• 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
• 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
• Cycle-to-Work Scheme with secure bike storage