Senior Engineering Manager, Customer Agent

<div class="content-intro"><p><a href="https://fin.ai/">Fin</a>, now part of Salesforce, is 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, giving modern support teams one single system.</p> <p>Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI.</p> <p>Ready to level up your career at the company leading workforce transformation in the agentic era? You're in the right place. Agentforce is the future of AI, and you are the future of Salesforce.</p></div><h2><strong>What's the opportunity?</strong></h2> <p>Customer Agent is the next major evolution of Fin.</p> <p>We’re building toward a single AI agent that works across the full customer lifecycle, from support to sales to ecommerce, and eventually success.</p> <p>This role sits within a newer and fast-growing part of the organisation. The group is focused on expanding Fin beyond customer service into broader customer-facing jobs, building the product capabilities that allow one agent to work across multiple roles with shared context.</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> <ul> <li>You’ll own strategically significant work streams end-to-end.</li> <li>Be accountable for outcomes, not just delivery cadence or team health, but whether the work actually moved the needle.</li> <li>Manage from the front line: deeply understanding the product, the customer problem, and the context.</li> <li>Help shape teams operating in ambiguous spaces, especially where product direction is still emerging and close partnership with Product is essential.</li> <li>Work closely with cross-functional partners, including Product, Design, Sales, and machine learning engineers and scientists where relevant.</li> <