Automations & AI Specialist, Product Support

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