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.
Speed is something we fight for every day at Fin, and we believe Berlin is built for people who share that instinct. We are drawn to Berlin by its rare blend of deep technical talent and rich creative culture – all within a vibrant, globally connected city that’s close to our R&D hubs in Dublin and London. It’s a place where the best of the best technical talent thrive, and where people from around the world are eager to relocate and build ambitious products.
Our ambition is to hire 100 people in Berlin over the year ahead across engineering, AI, data science, product, and design. We believe this is the most exciting time to join, be the founding R&D talent in the region and make a lasting impact as we build the world's number one customer agent!
Fin's Machine Learning team is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands.
We are an extremely product focussed team. We work in partnership with Product and Design functions of teams we support. Our team's dedicated ML product engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test.
We are very passionate about applying machine learning technology, and have productized everything from classic supervised models, to cutting-edge unsupervised clustering algorithms, to novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy.
- Identify areas where ML can create value for our customers
- Identify the right ML framing of product problems
- Working with teammates and Product and Design stakeholders
- Conduct exploratory data analysis and research
- Deeply understand the problem area
- Research and identify the right algorithms and tools
- Being pragmatic, but innovating right to the cutting-edge when needed
- Perform offline evaluation to gather evidence an algorithm will work
- Work with engineers to bring prototypes to production
- Plan, measure & socialize learnings to inform iteration
- Partner deeply with the rest of team, and others, to build excellent ML products
- Broad applied machine learning knowledge
- 3-5 years applied ML experience
- Practical stats knowledge (experiment design, dealing with confounding etc)
- Intermediate programming skills
- Strong communication skills, both within engineering teams and across disciplines.
- Comfort with ambiguity
- Typically have advanced education in ML or related field (e.g. MSc)
- Scientific thinking skills
- Track record shipping ML products
- PhD or other experience in a research environment
- Deep experience in an applicable ML area. E.g. NLP, Deep learning, Bayesian methods, Reinforcement learning, clustering
- Strong stats or math background
- Visualization, data skills, SQL, matplotlib, etc.
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, annual bonus and equity
- Regular compensation reviews - we reward great work!
- Generous paid time off above statutory minimum
- Generous family leave (maternity, paternity), to let you spend valuable time with your loved ones
- Hybrid working
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated
- Fun events for employees, friends, and family!
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.
