Automations & AI Specialist - Product Support

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, own and optimize our Support AI chatbot performance, and identity and implement automation opportunities in our processes (Zendesk and other Support systems). 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:

• Drive and implement a comprehensive AI strategy that aligns with Product Support objectives, ensuring seamless integration of AI solutions into business operations, and maximizing AI initiatives ROI.

• Own Figma’s Product Support AI chatbot experience. Develop workflows, design new intents, implement conversational flows and work with internal teams and vendor subject matter experts to continuously optimize chatbot’s performance and accuracy, and expand chatbot capabilities.

• Partner with our Business Systems Analyst to identify and implement improvements in our Zendesk Support instance, including Zendesk automations, governance, and business rules (triggers, automations, workflows).

• Analyze chatbot interaction data and user feedback to identify patterns, trends and areas for improvement. Prepare and deliver effective reporting with actionable insights to inform and enable data-driven decision making across functional leaders.

• Engage with stakeholders across technical functions (Engineering, Data Science, Analytics, IT, Product) Develop detailed project plans, including timelines, milestones, communication and change management plans that accelerate change adoption and deliver project goals. 

• Lead cross-functional initiatives and collaborate optimally with business and technical stakeholders. Define and build business requirements that present a clear picture of the opportunities and objectives to cross-functional partners (Engineering, Analytics, Product, Marketing, Design, etc.)

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

• Direct experience managing conversational chatbots in a Customer Support environment, specifically creating workflows, designing conversational flows, and improving performance key metrics (deflection, customer satisfaction, accuracy, deflection, etc.)

• Proven track record as Zendesk administrator, including managing, designing, configuring, testing and deploying systems improvements for Support teams.

• Ability to analyze and interpret complex data for informed decision making. Proven track record of successfully  influencing technical and non-technical teams, and articulating AI benefits to cross-functional partners and senior leaders.

• Proficiency implementing AI capabilities within customer-facing teams, such as Product Support, and that improves the customer experience. 

• Experience managing projects, including creating project plans, documentation and training materials on chatbots, AI tools and Zendesk configuration.

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

• SQL and querying databases using tools like Tableau, Mode, Looker, or Zendesk Explore (we use Mode, Explore, and Hex).

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

• Conducted customer research, competitive analysis, and user interviews to find customer pain points, opportunities and define product requirements.

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

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.