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Automations & AI Specialist, Product Support
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- As a member of our Product Support Operations and Strategy team, the Automations & AI specialist will help us leverage the power of AI to continue driving excellent customer support at scale, own and optimize our Support AI chatbot performance, and identity and implement automation opportunities in our processes (Zendesk and other Support systems).
- Own Figma’s Product Support AI chatbot experience.
- Develop workflows, design new intents, implement conversational flows and work with internal teams and vendor subject matter experts to continuously optimize chatbot’s performance and accuracy, and expand chatbot capabilities.
- Partner with our Business Systems Analyst to identify and implement improvements in our Zendesk Support instance, including Zendesk automations, governance, and business rules (triggers, automations, workflows).
- Analyze chatbot interaction data and user feedback to identify patterns, trends and areas for improvement.
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