Automations & AI Specialist, Product Support

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—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! 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. 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 documenta