Brand Voice Lead—Systems

About this role

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.

What’s the opportunity?

Every interaction with Fin, whether written by a person or generated with AI, should feel clear, distinctive, and true to our brand.

As Brand Voice Lead, Systems , you’ll help make that happen.

This is not a traditional copywriting role, and it’s different from a standard content strategy position. You’ll shape how Fin shows up in words across key brand and marketing touchpoints, while helping build the tools, guidance, and workflows that make strong writing easier to produce consistently.

You’ll work across Brand, Product Marketing, Product, Design, and other cross-functional teams to turn complex ideas into clear, compelling communication. That means contributing to messaging frameworks, supporting major launches and campaigns, and writing across formats like websites, films, podcasts, presentations, and executive narratives.

You’ll also evolve and shape the systems behind the work, including voice and tone guidance, editorial standards, channel-specific frameworks, prompt libraries, AI Skills, and reusable messaging assets. We’re looking for someone who is excited by both sides of the role: writing excellent copy and helping teams use AI thoughtfully to create better, more consistent communication at scale.

What will I be doing?

• Evolve Fin’s verbal identity, including voice and tone guidance, messaging principles, and editorial standards across key brand and customer touchpoints.

• Develop messaging frameworks that help explain complex products, technologies, and ideas with clarity and conviction.

• Write and refine high-quality copy across a wide range of formats, including product launches, campaigns, websites, video, podcasts, keynote presentations, and strategic initiatives.

• Partner closely with Brand, Product Marketing, Product, and Design to ensure work is aligned, clear, and consistent across channels.

• Build and maintain practical writing systems that support scale, including channel guidance, prompt libraries, reusable messaging assets, and AI-enabled workflows .

• Identify friction in writing workflows and recommend smarter ways of working that improve quality, consistency, and speed.

• Use AI tools to strengthen writing processes, support content development, and help cross-functional partners create with more confidence and less guesswork.

• Provide thoughtful editing, feedback, and guidance that helps raise the quality of writing across projects and teams.

• Contribute to the ongoing evolution of Fin’s verbal identity as our products, customers, and category continue to grow.

What skills do I need?

• 8+ years of experience in brand writing, messaging, editorial, verbal identity, content strategy, or related creative disciplines, ideally in-house.

• An exceptional portfolio that demonstrates strong writing craft, strategic thinking, and the ability to develop systems that improve quality and consistency.

• Experience creating voice and tone guidance, messaging frameworks, editorial standards, and writing support tools used across teams and channels.

• Outstanding writing and editing skills, with the ability to move between strategic thinking and hands-on execution.

• Strong editorial judgment and taste, with the ability to simplify complex ideas into clear, compelling narratives.

• Fluency with AI tools such as ChatGPT, Claude, Claude Code, and other emerging creative technologies, along with a clear point of view on how they can improve creative workflows.

• Experience building AI-native writing resources such as prompt libraries, reusable workflows, editorial evaluations, or structured guidance that helps people create stronger on-brand communication.

• Experience collaborating with cross-functional partners across Brand, Product Marketing, Product, Design, and leadership-facing workstreams.

• A systems mindset and a habit of turning one-off solutions into repeatable practices that help teams work better.

• Experience guiding non-writers through editing, frameworks, and practical support.

Why this role matters

This role helps Fin communicate with more clarity, consistency, and confidence.

You’ll bring strong judgment, excellent writing, and a practical systems mindset to the work. You won’t be expected to single-handedly own every aspect of how the company communicates. Instead, you’ll be a senior hands-on partner who helps shape the voice, improve the workflows, and raise the quality of writing across the brand through a n AI-driven lens.

Benefits

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 and meaningful equity

• Comprehensive medical, dental, and vision coverage

• Regular compensation reviews - great work is rewarded!

• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.

• Flexible paid time off policy

• Paid Parental Leave Program

• 401k plan & match

• In-office

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