The opportunity
Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI.
What you'll do
Own and optimize the COS Zendesk environment, including workflows, business: rules, automations, routing, permissions, and overall system health
Lead improvements to ticket classification, queue design, backlog management,: and skills-based routing to help Support scale
Administer Decagon and its integration with Zendesk, including handoffs,: escalations, and routing of AI-escalated tickets
Serve as a hands-on admin across our broader support tooling, including: Sprinklr, Gainsight, MaestroQA, Assembled, among others
Evaluate and expand agent-facing AI capabilities, including Zendesk Copilot: and other agent assist opportunities
Own the lifecycle of systems changes, including requirements, design,: testing, rollout, communication, and post-launch monitoring
What they're looking for
- Create and maintain documentation across systems, including playbooks,: operating procedures, change logs, and architecture diagrams
- + years of experience as a Zendesk administrator or Business Systems Analyst: supporting a customer or product support organization
- Deep hands-on experience with Zendesk workflows, routing, automations,: business rules, queue architecture, and channel configuration, plus hands-on experience configuring Decagon and integrating it with Zendesk
- Experience administering or supporting multiple tools across a support: ecosystem, and the ability to learn new systems quickly
