Customer Experience jobs in United Kingdom

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experience. Our AI agents provide intelligent, human‑like responses across chat, email, and voice, resolving millions of customer inquiries across every language and at any time.

Since coming out of stealth, Decagon has experienced rapid growth. We partner with industry leaders like Hertz, Eventbrite, Duolingo, Oura, Bilt, Curology, and Samsara to redefine customer experience at scale. We've raised over $200M from Bain Capital Ventures, Accel, a16z, BOND Capital, A*, Elad Gil, and notable angels such as the founders of Box, Airtable, Rippling, Okta, Lattice, and Klaviyo.

We’re an in‑office company, driven by a shared commitment to excellence and velocity. Our values—customers are everything, relentless momentum, winner’s mindset, and stronger together—shape how we work and grow as a team.

The Agent SWE team at Decagon deploys the most advanced conversational AI agents to our customers that impact millions of users and directly drive Decagon’s growth. You will guide a team to build on our industry‑leading AI agent platform, collaborate directly with customers and use your own creativity to devise long‑term, scalable solutions that support their needs.

Our mission is to deliver magical support experiences — AI agents working alongside human agents to help users resolve their issues.

Decagon is opening our third office in London and looking for an Engineering Manager to build it from the ground up and shape its culture.

As a leader on the Agent Software Engineering team, you’ll have complete ownership and autonomy in shipping best‑in‑class AI agents, from initial implementation through continuous iteration. You’ll work directly with leaders across industries like finance, healthcare and hospitality, solving their users’ needs with reliable and intuitive AI agents.

Engineers here own their work end‑to‑end and are trusted to make a real impact. This role is for someone who is excited to mentor a team of junior engineers, dives deep into complex system challenges and builds elegant solutions that scale to millions of users.

• Lead a team to design and build AI agents that outperform human agents in managing complex customer interactions and driving customer retention
• Collaborate closely with enterprise customers across a number of verticals, understand their needs and transform these pain points into magical AI agents
• Partner with product, design and research to identify cross‑customer trends that guide the evolution of Decagon’s agent building platform and research efforts
• Contribute to team strategy and help define the future of AI customer support agents

• Have 2+ years of engineering management experience
• Have 7+ years of industry experience in software engineering
• Proficiency with Python, Typescript and asynchronous programming
• A high degree of comfort digging into systems failures within deep technology stacks using any tool necessary

• Prior experience working with multi‑modal models

• Medical, dental, and vision benefits
• Take what you need vacation policy
• Daily lunches, dinners and snacks in the office to keep you at your best

£220k - £280k + Offers Equity