Automations & AI Specialist, Product Support
Figma
Job Overview
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Job Description
Overview
Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—from brainstorming and prototyping to iterating with AI. As an Automations & AI Specialist, Product Support, you will help drive excellent customer support at scale using AI-powered solutions.
What You Will Do at Figma
You will design, implement, and iterate on AI-powered support solutions that improve both customer experience and specialist efficiency. Your responsibilities include:
- Design and evolve customer-facing chatbots and internal support tooling.
- Improve workflows and automation across Zendesk and related support systems.
- Analyze data and user feedback to optimize support workflows.
- Collaborate across Engineering, Internal Tools, Analytics, Programs, and Support teams.
- Create and maintain critical documentation including playbooks and governance models.
- Experiment with new AI approaches and stay updated on relevant tech.
Who We Are Looking For
You should have 3+ years of experience in AI, automation, or support tooling implementations in a customer or product support environment. You will have hands-on experience with AI-powered support tools and familiarity with Zendesk, strong analytical skills, and excellent communication abilities.
Bonus: Experience with platforms like Sprinklr, Gainsight, Maestro QA, Salesforce, or related internal support tools, along with some programming or scripting experience.
Our Commitment
At Figma, we value diversity and inclusion. We provide necessary accommodations to ensure equal opportunities for all candidates. Video interviews require cameras to be on to foster connection and transparency during the hiring process.
Key skills/competency
- AI
- Automation
- Zendesk
- Data Analysis
- Customer Support
- Technical Communication
- Workflow Optimization
- Documentation
- Collaboration
- Tool Integration
How to Get Hired at Figma
- Research Figma's culture: Review mission, values, and product innovations.
- Customize your resume: Highlight AI and automation experience.
- Showcase your projects: Emphasize customer support solutions.
- Prepare for technical questions: Brush up on Zendesk and AI tools.
- Engage on LinkedIn: Connect with current employees and recruiters.
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