Automations & AI Specialist, Product Support

1 hour, 43 minutes ago
Full-time
Mid Level
Artificial Intelligence and Machine Learning
Figma

Figma

Figma provides a collaborative web application for interface design that enables users to seamlessly design, prototype, and gather feedback in real time, while also offering additional offline capabilities through desktop applications for macOS and Win...

Internet Software & Services
1K-5K
Founded 2012
$333M raised

Description

  • Design, implement, and iterate on AI-powered support solutions that improve customer experience and specialist efficiency.
  • Own and evolve AI-driven workflows, including customer-facing chatbots and internal support tooling.
  • Improve workflows and automation across Zendesk and the broader Product Support tech stack.
  • Analyze data, metrics, and user feedback to identify optimization opportunities across support systems.
  • Partner with Engineering, Internal Tools, Analytics, Programs, and Support teams to deliver scalable solutions.
  • Create and maintain documentation such as playbooks, governance models, workflows, and implementation plans.
  • Contribute to Product Support’s AI and tooling strategy by experimenting with new approaches and tracking relevant technologies and best practices.

Requirements

  • 3+ years of experience implementing AI, automation, or support tooling solutions in a Customer or Product Support environment.
  • Hands-on experience with AI-powered support tools such as chatbots, agent efficiency workflows, automation, or similar technologies.
  • Experience working with Zendesk, including workflows, business rules, or integrations.
  • Strong analytical and problem-solving skills, with experience using data to inform decisions and improvements.
  • Proven ability to partner with technical and non-technical teams to deliver system or tooling changes.
  • Excellent communication skills and comfort working across multiple stakeholders.
  • A curious mindset and willingness to learn new systems and problem spaces as needs evolve.
  • Experience with additional support platforms such as Sprinklr, Gainsight, Maestro QA, Assembled, Salesforce, or similar systems (preferred).
  • Experience with agent assist, copilot tools, or other AI-driven internal support tooling (preferred).
  • Background in Support Operations, Systems Architecture, Product Management, or UX (preferred).
  • Experience with experimentation frameworks, SQL, BI tools, or data analysis (preferred).
  • Programming or scripting experience related to automation or integrations (preferred).

Benefits

  • Annual base salary range of $140,000 to $202,000 USD.
  • Equity compensation.
  • Health, dental, and vision insurance.
  • Retirement plan with company contribution.
  • Parental leave and reproductive or family planning support.
  • Mental health and wellness benefits.
  • Generous PTO and company recharge days.
  • Learning and development stipend, work-from-home stipend, and cell phone reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

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