Customer Ops Systems Lead – Zendesk & AI

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 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.