AI Quality Assurance Specialist

We're looking for an AI Quality Assurance Specialist to enhance the accuracy, consistency, and effectiveness of our AI tools within Product Support. As AI transforms how Figma delivers support at scale, this newly created role will play a pivotal part in ensuring our generative AI tools, such as chatbots, automated email responses, and internal Specialist support systems, provide high-quality, relevant, and precise answers. You’ll evaluate AI-generated responses, identify gaps, and provide actionable recommendations to continuously improve our tools. Collaborating closely with Direct Support, Support Operations, and Product Education, you’ll contribute to building a scalable QA framework that balances AI efficiency with human insights. Your work will be essential in building confidence to scale AI tools rapidly, drive measurable improvements in customer satisfaction, and ensure Figma's support experience remains best-in-class.

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:

• Review and audit AI-generated support responses for clarity, accuracy, and alignment with Figma’s standards

• Identify gaps or inaccuracies in chatbot and automated email replies, providing clear, actionable recommendations for improvement

• Partner with the Automation & AI Specialist to continuously train and enhance our generative AI systems

• Contribute to building and refining a scalable QA framework to ensure quality, consistency, and accuracy across AI interactions

• Develop, monitor, and improve AI performance metrics, including CSAT, accuracy, relevance, and resolution rates, to drive improvements in the support experience

We'd love to hear from you if you have:

• You have deep product knowledge of Figma, with expertise in its features and a strong understanding of how real customers use Figma and where they commonly encounter challenges.

• You have a proven track record as a high-performing Support Specialist, consistently achieving strong QA scores and excelling across support metrics.

• You communicate clearly and empathetically, providing accessible solutions to complex product questions.

• You understand what makes support experiences helpful, solution-driven, and accurate.

• You can identify inaccuracies, incomplete information, or vague responses in support content and provide actionable, product-informed feedback.

While not required, it’s an added plus if you also have:

• Experience working directly with or auditing support content, including human responses, chatbots, and automated replies.

• Familiarity with AI tools like ChatGPT, Claude, or Gemini, especially in a support or content QA context.

• Exposure to conversation design or prompt optimization, particularly for customer-facing tools.

• Proficiency with data tools like Hex, Looker, or Google Sheets to help identify response trends or issues.

• A working knowledge of how Support QA frameworks are built and scaled.

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 and an annual bonus plan for eligible non-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):

$122,000—$215,000 USD