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.