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About the Role

As a member of the Operations & Strategy team within Customer Operations & Support (COS), you'll own and evolve the systems that power our support organization. This role is ideal for a well-rounded systems admin with deep Zendesk expertise and experience with Decagon, who enjoys working across many tools and can jump in wherever the team needs support. You'll help keep our support systems stable, well-designed, and adaptable, while partnering across teams to implement changes that improve both customer and Specialist experience.

Responsibilities

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
Create and maintain documentation across systems, including playbooks, operating procedures, change logs, and architecture diagrams

Requirements

3+ 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
Hands-on experience configuring Decagon and integrating it with Zendesk
Experience administering or supporting multiple tools across a support ecosystem
Ability to learn new systems quickly
Experience leading systems changes independently or in partnership with Engineering, IT, Security, or Analytics
Strong communication skills, ownership, and sound judgment
Ability to work effectively with technical and non-technical stakeholders
Maintain a high bar for quality, documentation, and execution

Skills

Zendesk
Decagon
Sprinklr
Gainsight
MaestroQA
Assembled
Zendesk Copilot
APIs
Webhooks
Custom Zendesk apps
Scripting
SQL
Analytics tools

Location

US hubs
Remote in the United States

Work Type

Full-time

Experience Level

3+ years of experience

Education Level

Zendesk Administrator certification (preferred)
Experience configuring skills-based routing, intelligent routing, or classification (preferred)
Experience with Zendesk Copilot, agent assist, or other AI-powered support tooling (preferred)
Admin experience with Sprinklr, Gainsight, MaestroQA, Assembled, or Salesforce (preferred)
Experience with APIs, webhooks, custom Zendesk apps, or scripting, plus SQL or analytics tools to evaluate workflow and tooling performance (preferred)

Salary/Compensations

$105,000—$245,000 USD

Benefits

Equity
Health, dental, and vision coverage
Retirement benefits with company contributions
Parental leave and reproductive or family planning support
Mental health and wellness benefits
Paid time off
Paid sick leave
Holidays
Other leave benefits
Paid flexible PTO
Company recharge days
Cell phone and home internet reimbursements
Lifestyle spending accounts
Sales incentive compensation (for most sales roles)
Annual bonus plan (for eligible non-sales roles)

About the Company

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.
From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world.
If you're excited to shape the future of design and collaboration, join us!
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.
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.
To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews.
Additionally, if hired you will be required to attend in person onboarding.
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 Figma's Candidate Privacy Notice.
Application limits: To help candidates focus on the opportunities most relevant to their skills and experience, Figma limits the number and frequency of applications.
Candidates may submit up to 5 applications during any rolling 30-day period.
Candidates may not reapply to the same role while an application is active or within 90 days of receiving a rejection.
Once the applicable days has passed, candidates are welcome to apply again.

Equal Opportunity

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 accommodations-ext@figma.com.
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.