User Support Lead

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

We are looking for a User Support Lead to build, run, and scale our user support team. Your team will be the first line of response for our users. Its core mission is to surface, reproduce, and route bugs in our internal application quickly and accurately so that engineering can fix what matters most. You will own the support operation end to end: the people, the processes, and the tooling. This is a high-ownership role where great support work directly improves the quality of the product.

Responsibilities

• Own the full user support function: strategy, day-to-day operations, tooling, and quality
• Build and operate the support queue, ensuring inbound issues are answered, investigated, and resolved within response-time and satisfaction targets
• Build the team: hire, onboard, coach, and manage support specialists as volume and scope grow
• Design workflows that turn user reports into well-documented, reproducible, prioritized bug tickets for engineering
• Build, configure, and continuously improve our support stack using platforms such as Sierra and Intercom, including AI agent flows, macros, and escalation paths
• Create and maintain internal documentation, triage playbooks, and a self-serve knowledge base to deflect repeat issues
• Define and report on key metrics for both support performance (CSAT, first response time, resolution time) and bug discovery (time to reproduction, escalation accuracy, defect signal quality)
• Serve as the escalation point for complex, sensitive, or high-priority issues
• Partner closely with engineering and product to triage findings, identify recurring pain points, and close the loop with affected users

Requirements

• 5+ years of experience in user or customer support for a software product, including 2+ years building or leading a support team
• Hands-on experience administering and optimizing modern support platforms such as Sierra, Intercom, or similar tools (e.g., Zendesk, Front, Ada)
• Experience deploying and tuning AI-powered support agents, including flow design, guardrails, and escalation logic
• Strong technical troubleshooting instincts: able to reproduce issues, isolate variables, and write bug reports engineers can act on immediately
• Track record of building a support operation from scratch or scaling one significantly
• Excellent written communication: clear, warm, and precise with users and internal teams alike
• Strong analytical skills; comfortable using support data to drive decisions and report to leadership

Bonus Qualifications

• Experience running support for internal tools or technical user bases
• Familiarity with JIRA (or similar) for bug triage and cross-team escalation
• Experience with QA or defect management processes
• Experience defining SLAs and building QA programs for support quality
• A passion for helping scale the deployment of humanoid robots

Compensation & Benefits

The US base salary range for this full-time position is between $120,000 - $175,000 annually.

The pay offered for this position may vary based on several individual factors, including job-related knowledge, skills, and experience. The total compensation package may also include additional components/benefits depending on the specific role. This information will be shared if an employment offer is extended. Leveling and title may be adjusted based on candidate experience and feedback throughout the interview process.