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As a member of our Product Support Operations and Strategy team, the Automations and 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 Supports AI and tooling strategy by experimenting with new approaches and staying up to date on relevant technologies and best practices

Wed 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 its not required, its 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 youre excited about this role but your past experience doesnt 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.

Pay Transparency Disclosure

If based in Figmas 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 qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and cope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. 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. Please discuss your specific work location with your recruiter for more information.

Figma offers equity to employees, as well a competitive package of additional benefits, including health, dental and vision, retirement with company contribution, parental leave and reproductive or family planning support, mental health and wellness benefits, generous PTO, company recharge days, a learning and 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. Figmas compensation and benefits are subject to change and may be modified in the future.

Annual Base Salary Range:

$102,000-$215,000USD

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is anequal opportunity workplace- we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status,or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.