# Automations & AI Specialist, Product Support

**Company**: Figma
**Location**: San Francisco, CA
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $140,000-$202,000 USD
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/figma/jobs/5802956004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_37497b43-741

## Description

Figma is growing its team of creatives and builders on a mission to make design accessible to all.

As a member of the Product Support Operations and Strategy team, the Automations & AI Specialist will help leverage AI to drive excellent customer support at scale.

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

- Improve workflows and automation across Zendesk and the broader Product Support tech stack

- Analyze data, metrics, and user feedback to identify patterns, opportunities, and areas for optimization

- Partner closely with Engineering, Internal Tools, Analytics, Programs, and Support teams to design and deliver scalable solutions

- Create and maintain documentation critical to system success

- Contribute to Product Support's AI and tooling strategy

Requirements:

- 3+ years of experience implementing AI, automation, or support tooling solutions

- Hands-on experience with AI-powered support tools such as chatbots

- Experience working with Zendesk

- Strong analytical and problem-solving skills

- Proven ability to partner with technical and non-technical teams

- Excellent communication skills

Nice to Have:

- Experience with additional support platforms such as Sprinklr or Gainsight

- Experience with agent assist or copilot tools

- Background in Support Operations, Systems Architecture, or Product Management

- Experience with experimentation frameworks or SQL

Benefits:

- Competitive salary ($140,000 - $202,000 USD)

- Equity

- Health, dental, and vision insurance

- Retirement with company contribution

- Parental leave and reproductive or family planning support

- Mental health and wellness benefits

- Generous PTO and company recharge days

- Learning and development stipend

- Work from home stipend and cell phone reimbursement

## Skills

### Required
- AI
- automation
- support tooling
- Zendesk
- analytical skills
- communication skills

### Nice to have
- Sprinklr
- Gainsight
- agent assist
- copilot tools
- SQL
- experimentation frameworks

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/figma/jobs/5802956004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)