Design, implement, and iterate on AI-powered support solutions that improve customer
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
Create and maintain documentation critical to system success, including playbooks, governance models, workflows, and implementation plans
Requirements
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.
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.
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 We’d love to hear from you if you have: 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
experience using data to inform decisions and improvements
Proven ability to partner with technical and non-technical teams to deliver system or tooling changes
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
experience related to automation or integrations
Additionally, if hired you will be required to attend in person onboarding.
Benefits
If based in Figma’s San Francisco or New York hub offices, this role has the annual base salary range stated below.
Job level and actual compensation will be decided based on factors including, but not limited to, individual
For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range.
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
Figma’s compensation and
Annual Base Salary Range: $140,000 — $202,000 USD
Contact
If you require accommodation, please reach out to accommodations-ext@figma.com .
Additional details
Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all.
If you're excited to shape the future of design and collaboration, join us!
This is a full time role that can be held from one of our US hubs or remotely in the United States.
experience and Specialist efficiency across Product Support
Partner closely with Engineering, Internal Tools, Analytics, Programs, and Support teams to design and deliver scalable, well-integrated solutions
Strong analytical and problem-solving skills, with
Excellent communication skills and comfort working across multiple stakeholders
A curious mindset and willingness to learn new systems and problem spaces as needs evolve While it’s not required, it’s an added plus if you also have: •
At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past
experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.