AI Quality Assurance Specialist

Figma; New York (NY); Remote; USD 122,000 - 215,000; Full time

Job summary

Join a forward-thinking company as an AI Quality Assurance Specialist, where you'll enhance the quality and effectiveness of AI tools in product support. This exciting role involves evaluating AI-generated responses, identifying gaps, and collaborating with various teams to build a scalable QA framework. You'll play a crucial part in ensuring customer satisfaction while driving improvements in AI interactions. If you're passionate about technology and eager to contribute to a best-in-class support experience, this opportunity is perfect for you.

Qualifications

• Experience in support roles with strong QA scores and metrics.
• Ability to provide actionable feedback on support content.

Responsibilities

• Review AI-generated responses for accuracy and clarity.
• Develop and monitor AI performance metrics to improve support.

Skills

Clear communication skills

Empathy

Problem-solving

Product knowledge of Figma

Support experience

Attention to detail

Tools

AI tools (ChatGPT, Claude, Gemini)

Data tools (Hex, Looker, Google Sheets)

Job description

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!

We're looking for an AI Quality Assurance Specialist to enhance the accuracy, consistency, and effectiveness of our AI tools within Product Support. As AI transforms how Figma delivers support at scale, this newly created role will play a pivotal part in ensuring our generative AI tools, such as chatbots, automated email responses, and internal Specialist support systems, provide high-quality, relevant, and precise answers. You’ll evaluate AI-generated responses, identify gaps, and provide actionable recommendations to continuously improve our tools. Collaborating closely with Direct Support, Support Operations, and Product Education, you’ll contribute to building a scalable QA framework that balances AI efficiency with human insights. Your work will be essential in building confidence to scale AI tools rapidly, drive measurable improvements in customer satisfaction, and ensure Figma's support experience remains best-in-class.

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:

• Review and audit AI-generated support responses for clarity, accuracy, and alignment with Figma’s standards.
• Identify gaps or inaccuracies in chatbot and automated email replies, providing clear, actionable recommendations for improvement.
• Partner with the Automation & AI Specialist to continuously train and enhance our generative AI systems.
• Contribute to building and refining a scalable QA framework to ensure quality, consistency, and accuracy across AI interactions.
• Develop, monitor, and improve AI performance metrics, including CSAT, accuracy, relevance, and resolution rates, to drive improvements in the support experience.

We'd love to hear from you if you have:

• Deep product knowledge of Figma, with expertise in its features and a strong understanding of how real customers use Figma and where they commonly encounter challenges.
• A proven track record as a high-performing Support Specialist, consistently achieving strong QA scores and excelling across support metrics.
• Clear and empathetic communication skills, providing accessible solutions to complex product questions.
• An understanding of what makes support experiences helpful, solution-driven, and accurate.
• The ability to identify inaccuracies, incomplete information, or vague responses in support content and provide actionable, product-informed feedback.

While not required, it’s an added plus if you also have:

• Experience working directly with or auditing support content, including human responses, chatbots, and automated replies.
• Familiarity with AI tools like ChatGPT, Claude, or Gemini, especially in a support or content QA context.
• Exposure to conversation design or prompt optimization, particularly for customer-facing tools.
• Proficiency with data tools like Hex, Looker, or Google Sheets to help identify response trends or issues.
• A working knowledge of how Support QA frameworks are built and scaled.

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 anyway. 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.

Annual Base Salary Range (SF/NY Hub):

$122,000 - $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 [e-mail]. 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.

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.

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