Business Systems Analyst

Figma; San Francisco (CA); Remote; USD 120,000 - 150,000; Full time

Job summary

Figma is growing our COS team and offering full-time roles that can be based at a US hub or remotely within the United States. You will own and evolve the Zendesk-based support systems, including workflows, automations, routing, and system health across the COS environment.

As a hands-on systems admin, you will lead improvements to classification and routing, manage Decagon integrations, and collaborate across teams to implement changes that enhance both customer and internal agent experiences.

Qualifications

• Deep Zendesk expertise and admin experience.
• Experience with Decagon integration and escalations.
• Hands-on admin across multiple customer operations tools.
• Ability to work across teams to implement changes.

Responsibilities

• Own and optimize the COS Zendesk environment, including workflows and automations.
• Lead improvements to ticket classification, queue design, backlog management, and routing.
• Administer Decagon and its Zendesk integration and AI escalations.
• Serve as hands-on admin across Sprinklr, Gainsight, MaestroQA, Assembled.
• Evaluate and expand agent-facing AI capabilities.

Skills

Zendesk expertise

Decagon experience

AI capabilities

Systems admin

Cross-functional collaboration

Tools

Zendesk

Sprinklr

Gainsight

MaestroQA

Assembled

Job description

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!

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.

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:

• 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 Zend