Automations & AI Specialist, Product Support

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.

Job Summary

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.

Responsibilities

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.

Requirements

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

Nice to Have

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

About Figma

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.