Head of AI Support Product

📋 Description

• Define multi-year Fin.ai vision from pilot to autonomous resolution of complex queries.
• Own the roadmap: procedures, integrations, escalation logic, KB quality, and channels.
• Build the business case for AI investment and present results to leadership.
• Lead a small AI support team and scalable continuous-improvement processes.
• Drive true resolution rate, track CSAT and agent experience.
• Collaborate with Engineering and Data Science to integrate tooling for end-to-end resolution.

🎯 Requirements

• 7+ years in product management, support ops, or AI leadership; 2+ years owning AI in production.
• Demonstrated track record of improving resolution rates for large-scale support operations.
• Experience in regulated fintech/payments/banking with AI compliance constraints.
• Proven ability to build and lead small, high-performing teams in fast-moving environments.
• Strong data fluency: KPI dashboards, cohort analyses, and data-driven prioritization.
• Hands-on experience with Fin.ai, Zendesk AI, Salesforce Agentforce, Decagon, Sierra, or similar.

🎁 Benefits

• Amsterdam office-based role with in-person collaboration; not remote-only.
• Opportunity to work with global customers and strategy exposure.
• Growth opportunity to shape AI support at scale in a leading fintech.