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work type·AUTOMATE_WORKFLOWS_WITH_AI BUILD_AI_AGENTS ORGANIZE_KNOWLEDGEindexed 1mo ago

● ACTIVEPublic listing

Automations & AI Specialist, Product Support

company:Figmalocation:🌏 San Francisco, CA / New York, NY / Remote · Remote

San Francisco, CA • New York, NY • United States

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.

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