Engineering Manager - AI Helpdesk

Responsibilities

• 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 with Product and Design to shape strategy, roadmap, priorities, and customer outcomes.
• Work with AI and ML partners while focusing on customer-facing product experiences.
• Understand the customer, agent, and business problems behind the roadmap.
• Provide technical judgment on architecture, quality, reliability, and long-term product health.
• Remove impediments, create clarity, and help the team make 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 AI Helpdesk strategy and align engineering decisions across adjacent teams.
• Explore AI-assisted development to improve team speed, quality, and effectiveness.

Requirements

• Experience managing software engineering teams building customer-facing products.
• Strong product engineering instincts and interest in customer problems, user experience, and measurable outcomes.
• Ability to shape strategy, prioritize effectively, and create clarity in ambiguous environments.
• Technical depth to engage credibly in architecture discussions, understand trade-offs, and unblock engineers.
• Track record of delivering complex work predictably while balancing speed, quality, and reliability.
• Experience partnering with Product, Design, Data, Customer Support, and senior stakeholders.
• 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 AI-assisted software engineering.
• High degree of autonomy, sound judgment, and bias toward action.

Benefits and Compensation

• Competitive salary and equity in a fast-growing start-up.
• Lunch provided every weekday, snacks, and a fully stocked kitchen.
• Regular compensation reviews.
• Pension scheme with matching up to 4%.
• Life assurance and comprehensive health and dental insurance for employees and dependents.
• Flexible paid time off.
• Paid maternity leave and six weeks of paternity leave.
• Cycle-to-Work Scheme and secure bike storage.
• MacBook or other suitable work equipment.
• Hybrid working policy requiring employees to be in the office at least three days per week.