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Automations & AI Specialist, Product Support
Full-time
As a member of Figma’s Product Support Operations and Strategy team, the Automations & AI Specialist will help leverage the power of AI to continue driving excellent customer support at scale, including optimizing Support AI chatbot performance, implementing internal AI tools that improve team productivity, and driving automation opportunities across systems and processes.
What You'll Do
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.
Requirements
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.
Nice to Have
Experience with additional support platforms such as Sprinklr, Gainsight, Maestro QA, Assembled, or Salesforce.
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.
