Automations & AI Specialist, Product Support

Figma • Full-time • Remote (Hybrid in San Francisco, California, United States or Hybrid in New York, New York, United States) • 1m ago

Fast Facts

We are seeking an Automations & AI Specialist to enhance our customer support through AI-driven solutions and automation. This full-time role can be done remotely within the United States.

Responsibilities: Design and implement AI-powered support solutions, manage AI-driven workflows, improve automation capabilities across systems, and analyze feedback to optimize processes.

Skills: 3+ years in AI, automation, or support tooling; experience with Zendesk; strong analytical skills; excellent communication; ability to work with technical and non-technical teams.

Qualifications: Experience with additional support platforms; background in Support Operations or related fields; familiarity with SQL and BI tools.

Location: Remote within the United States

Compensation: Not provided by employer. Typical compensation ranges for this position are between $90,000 - $140,000.

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.

What you'll do at Figma:

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

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
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

While it’s not required, it’s an added plus if you also have:

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

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.