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Automations & AI Specialist, Product Support - Remote Eligible

Lead the implementation of a comprehensive AI strategy to enhance customer support operations.
San Francisco Bay AreaNew YorkRemote
Senior
$109,000 - 210,000 USD / year
2 weeks ago

✨ About The Role

- Drive and implement a comprehensive AI strategy aligned with Product Support objectives - Own Figma’s Product Support AI chatbot experience, developing workflows, designing new intents, and continuously optimizing chatbot performance - Partner with Business Systems Analyst to identify and implement improvements in Zendesk Support instance - Analyze chatbot interaction data and user feedback to identify patterns, trends, and areas for improvement - Lead cross-functional initiatives, collaborate with business and technical stakeholders, and define business requirements for cross-functional partners
- Direct experience managing conversational chatbots in a Customer Support environment, specifically creating workflows, designing conversational flows, and improving performance key metrics - 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 and influencing technical and non-technical teams - Proficiency in implementing AI capabilities within customer-facing teams to improve the customer experience - Experience managing projects, creating project plans, documentation, and training materials on chatbots, AI tools, and Zendesk configuration
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Automations & AI Specialist, Product Support - Remote Eligible
San Francisco Bay AreaNew YorkRemote
$109,000 - 210,000 USD / year
Support
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