Remote Zendesk Systems Lead for CS Operations

Figma; New York (NY); Remote; USD 105,000 - 245,000; Full time

Benefits offered by this job

Health, dental, vision

Retirement benefits

Paid time off

Equity

Parental leave

Job summary

Figma, a leader in design collaboration, seeks a skilled Zendesk/Business Systems Administrator to own and evolve the COS Zendesk environment and Decagon integrations.

In this full-time role, you will design workflows, automations, and routing while partnering with Engineering, IT, Security, and Analytics to scale support. Remote-friendly in the US, with a focus on reliability and user-centric tooling.

Qualifications

• 3+ years as Zendesk admin or BSA for customer/support org.
• Hands-on Zendesk workflows, routing, automations, and Decagon integration.
• Experience administering multiple tools across a support ecosystem and learning new systems quickly.
• Experience leading systems changes with Engineering/IT/Security/Analytics.
• Strong communication, ownership, and ability to work with technical and non-technical stakeholders.

Responsibilities

• Own and optimize the COS Zendesk environment, including workflows, rules, automations, routing, permissions, and health.
• Lead improvements to ticket classification, queue design, backlog management, and skills-based routing.
• Administer Decagon and its Zendesk integration, including handoffs and escalations.
• Admin across support tooling: Sprinklr, Gainsight, MaestroQA, Assembled, Salesforce.
• Evaluate and expand agent-facing AI capabilities (Zendesk Copilot and other tools).
• Own lifecycle of systems changes: requirements, design, testing, rollout, monitoring.
• Create and maintain documentation: playbooks, SOPs, change logs, diagrams.

Skills

Zendesk admin

BS Analyst

Cross-functional collaboration

Documentation

Stakeholder communication

Automation

Education

Zendesk Administrator certification

Tools

Zendesk

Decagon

Sprinklr

Gainsight

MaestroQA

Assembled

Salesforce

APIs/Webhooks/Scripting

Job description

Figma, a leader in design collaboration, seeks a skilled Zendesk/Business Systems Administrator to own and evolve the COS Zendesk environment and Decagon integrations.

In this full-time role, you will design workflows, automations, and routing while partnering with Engineering, IT, Security, and Analytics to scale support. Remote-friendly in the US, with a focus on reliability and user-centric tooling.