Automations & AI Specialist, Product Support
About The Position
Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! As a member of our Product Support Operations and Strategy team, the Automations & AI Specialist will help us leverage the power of AI to continue driving excellent customer support at scale, including optimizing our Support AI chatbot performance, implementing internal AI tools that improve our teams productivity, and driving automation opportunities across our systems and processes. As someone passionate about technology and building a best-in-class customer experience, you will lead exciting initiatives, balancing strong technical understanding, strategic thinking and effective communication across multiple audiences. This is a full time role that can be held from one of our US hubs or remotely in the United States.
Requirements
- 3+ years of experience implementing AI, automation, or support tooling solutions in a Customer or Product Support environment
- Hands-on experience with AI-powered support tools such as chatbots, agent efficiency workflows, automation, or similar technologies
- Experience working with Zendesk, including workflows, business rules, or integrations
- Strong analytical and problem-solving skills, with experience using data to inform decisions and improvements
- Proven ability to partner with technical and non-technical teams to deliver system or tooling changes
- Excellent communication skills and comfort working across multiple stakeholders
- A curious mindset and willingness to learn new systems and problem spaces as needs evolve
Nice To Haves
- Experience with additional support platforms such as Sprinklr, Gainsight, Maestro QA, Assembled, Salesforce, or similar systems
- Experience with agent assist, copilot tools, or other AI-driven internal support tooling
- Background in Support Operations, Systems Architecture, Product Management, or UX
- Experience with experimentation frameworks, SQL, BI tools, or data analysis
- Programming or scripting experience related to automation or integrations
Responsibilities
- Design, implement, and iterate on AI-powered support solutions that improve customer experience and Specialist efficiency across Product Support
- Own and evolve AI-driven workflows, including customer-facing chatbots and internal support tooling, using data, experimentation, and feedback to guide improvements
- Improve workflows and automation across Zendesk and the broader Product Support tech stack, activating underutilized capabilities within existing tools
- Analyze data, metrics, and user feedback to identify patterns, opportunities, and areas for optimization across support systems
- Partner closely with Engineering, Internal Tools, Analytics, Programs, and Support teams to design and deliver scalable, well-integrated solutions
- Create and maintain documentation critical to system success, including playbooks, governance models, workflows, and implementation plans
- Contribute to Product Support’s AI and tooling strategy by experimenting with new approaches and staying up to date on relevant technologies and best practices
Benefits
- Figma offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement.
- Figma also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
