Automations & AI Specialist

As a member of our Product Support Operations and Strategy team, the Automations & AI specialist will help us use 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 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, critical 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 the implementation of AI solutions that solve customer and business problems, including AI chatbot, agent copilots, automations and similar technologies. Build prompts, develop workflows, design new intents, implement conversational flows and work with internal teams and vendors to improve chatbot’s performance and accuracy, and expand chatbot capabilities.

• Analyze data, metrics reports and user feedback to identify patterns, trends and areas for improvement. Prepare and deliver effective reporting with actionable insights for teams to drive enhancements to the customer experience, and help expand our AI and automation footprint in the organization.

• Lead cross functional work across Engineering, Help Center, Data Science, Analytics, and Product, including creating business cases, defining technical requirements, developing change management and communication strategies and guiding teams to implement new features and functionality for customers. 

• Create and maintain documentation critical to the success of AI solutions in the organization, including playbooks, governance documents, reports, training material, technical diagrams and implementation plans.

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

• 3+ years of direct experience running or implementing AI or automation solutions for Product Support teams, including AI chatbots, co-pilots, AI agents, analytics and automations, specifically designing and writing prompts and conversational flows, optimizing content frameworks, and improving performance metrics (deflection, customer satisfaction, accuracy, deflection, etc.)              

• Successfully lead initiatives involving technical and content teams, drove alignment on project scope, implemented plans and solve blockers. 

• Experience analyzing and interpreting complex data for informed decision making and successfully  influencing technical and non-technical teams to adopt technology solutions.

• Extraordinary communication skills, successfully influencing partners across the business, building project proposals and aligning teams with competing priorities.

• Experience developing robust experiments frameworks  to continue optimizing our AI chatbot, Zendesk configuration and other AI applications. 

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

• Proficiency in programming languages (i.e. C++, Python, Java, and familiarity with API and software integrations for chatbots and AI tools.

• Experience in Project or Product Management. 

• Proficiency in SQL and querying databases using tools like Tableau, Hex, Looker, or Zendesk Explore.

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.