Head of User Support & Bug Triage

Figure; San Jose (CA); On-site; USD 120,000 - 175,000; Full time

Job summary

Figure in San Jose, CA is seeking a User Support Lead to build, run, and scale our user support team. You’ll own the end-to-end support operation—people, processes, and tooling—to surface, reproduce, and route bugs quickly for engineering.

You’ll hire and coach a growing team, design workflows, implement Sierra/Intercom with AI agent flows, and define metrics (CSAT, response time). Strong communication and data-driven decisions are essential as you partner with engineering and product to improve

Qualifications

• 5+ years in user or customer support for a software product
• 2+ years building or leading a support team
• Hands-on experience with Sierra, Intercom, or similar tools (Zendesk, Front, Ada)
• Experience deploying and tuning AI-powered support agents
• Strong technical troubleshooting instincts and bug reporting for engineering

Responsibilities

• Own the full user support function: strategy, operations, tooling, quality
• Build and operate the support queue, ensuring timely and satisfactory responses
• Hire, onboard, coach, and manage support specialists as volume grows
• Design workflows turning user reports into documented, prioritized bug tickets
• Build and optimize our support stack (Sierra, Intercom) including AI agent flows and escalation paths
• Create internal docs, triage playbooks, and a self-serve knowledge base
• Define and report metrics for support performance and bug discovery
• Escalation point for complex or high-priority issues
• Collaborate with engineering and product to close the loop with users

Skills

Support leadership

Technical troubleshooting

Data-driven decision making

Excellent communication

Tools

Sierra

Intercom

Zendesk

Front

Ada

Job description

Figure in San Jose, CA is seeking a User Support Lead to build, run, and scale our user support team. You’ll own the end-to-end support operation—people, processes, and tooling—to surface, reproduce, and route bugs quickly for engineering.

You’ll hire and coach a growing team, design workflows, implement Sierra/Intercom with AI agent flows, and define metrics (CSAT, response time). Strong communication and data-driven decisions are essential as you partner with engineering and product to improve