Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, design and build better products — from start to finish. Whether it’s consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page. From great products to long-lasting companies, we believe that nothing great is made alone—come make with us!
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.
- 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.
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. 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):
$102,000—$215,000 USD
At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to [email protected]. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.
Examples of accommodations include but are not limited to:
- Holding interviews in an accessible location
- Enabling closed captioning on video conferencing
- Ensuring all written communication be compatible with screen readers
- Changing the mode or format of interviews
By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with the applicable candidate section of Figma's Privacy Policy.
Top Skills
What We Do
Born on the Web, Figma helps teams create, share, test, and ship better designs from start to finish. Companies like Microsoft, Google, and Slack use Figma to boost creative productivity while keeping everyone on the same page.
Why Work With Us
We’re multiplayer people who live by our values, celebrate our differences, and care deeply about each other and our users. Making design accessible to all is a lofty goal. We’re just getting started and could use your help—join us!
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