AI & Automation Lead for Product Support (Remote)

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, own and optimize our Support AI chatbot performance, and identity and implement automation opportunities in our processes (Zendesk and other Support systems). 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: Drive and implement a comprehensive AI strategy that aligns with Product Support objectives, ensuring seamless integration of AI solutions into business operations, and maximizing AI initiatives ROI. Own Figma’s Product Support AI chatbot experience. Develop workflows, design new intents, implement conversational flows and work with internal teams and vendor subject matter experts to continuously optimize chatbot’s performance and accuracy, and expand chatbot capabilities. Partner with our Business Systems Analyst to identify and implement improvements in our Zendesk Support instance, including Zendesk automations, governance, and business rules (triggers, automations, workflows). Analyze chatbot interaction data and user feedback to identify patterns, trends and areas for improvement. Prepare and deliver effective reporting with actionable insights to inform and enable data-driven decision making across functional leaders. Engage with stakeholders across technical functions (Engineering, Data Science, Analytics, IT, Product) Develop detailed project plans, including timelines, milestones, communication and change management plans that accelerate change adoption and deliver project goals. Lead cross-functional initiatives and collaborate optimally with business and technical stakeholders. Define and build business requirements that present a clear picture of the opportunities and objectives to cross-functional partners (Engineering, Analytics, Product, Marketing, Design, etc.) We'd love to hear from you if you have: Direct experience managing conversational chatbots in a Customer Support environment, specifically creating workflows, designing conversational flows, and improving performance key metrics (deflection, customer satisfaction, accuracy, deflection, etc.) Proven track record as Zendesk administrator, including managing, designing, configuring, testing and deploying systems improvements for Support teams. Ability to analyze and interpret complex data for informed decision making. Proven track record of successfully influencing technical and non-technical teams, and articulating AI benefits to cross-functional partners and senior leaders. Proficiency implementing AI capabilities within customer-facing teams, such as Product Support, and that improves the customer experience. Experience managing projects, including creating project plans, documentation and training materials on chatbots, AI tools and Zendesk configuration. While not required, it’s an added plus if you also have: SQL and querying databases using tools like Tableau, Mode, Looker, or Zendesk Explore (we use Mode, Explore, and Hex). Programming languages (i.e. C++, Python, Java, and familiarity with API and software integrations for chatbots and AI tools. Conducted customer research, competitive analysis, and user interviews to find customer pain points, opportunities and define product requirements. Developed robust experiments frameworks to continue optimizing our AI chatbot, Zendesk configuration and other AI applications. 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. Pay Transparency Disclosure 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 qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope 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 & 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. Figma’s compensation and benefits are subject to change and may be modified in the future. You may view our Pay Transparency Policy by clicking on the corresponding link. Annual Base Salary Range (SF/NY Hub):

$102,000—$215,000 USD

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 an equal 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. We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to View email address on click.appcast.io. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities. Examples of accommodations include but are not limited to: Holding interviews in an accessible location Enabling closed captioning on video conferencing Ensuring all written communication be compatible with screen readers Changing the mode or format of interviews By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with the applicable candidate section of Figma's Privacy Policy. #J-18808-Ljbffr Figma, Inc.