User Support Lead: Scale, Triage & CSAT Champion

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

Job summary

Figure is seeking a User Support Lead to build and scale its user support team in the United States. You will own the end-to-end support operation, from people to processes to tooling, and act as the escalation point for complex issues.

You will design workflows to turn user reports into well-documented bug tickets for engineering, implement and optimize our support stack with Sierra and Intercom, and partner with engineering and product to improve the user experience.

Qualifications

• 5+ years in user or customer support for a software product, including 2+ years leading a team.
• Hands-on with modern support platforms such as Sierra, Intercom, Zendesk, Front or Ada.
• Experience deploying AI-powered support agents, including flow design, guardrails, and escalation logic.
• Strong technical troubleshooting: reproduce issues, isolate variables, write actionable bug reports for engineers.
• Track record building or scaling a support operation from scratch or scale-up.
• Excellent written communication: clear, warm, and precise with users and internal teams.
• Strong analytical skills; use support data to drive decisions and report to leadership.

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 targets.
• Build the team: hire, onboard, coach, and manage support specialists as volume grows.
• Design workflows turning user reports into reproducible, prioritized bug tickets for engineering.
• Build, configure, and improve our support stack using Sierra and Intercom, including AI agent flows and escalation paths.
• Create and maintain internal documentation, triage playbooks, and a self-serve knowledge base.
• Define and report on key metrics for support performance and bug discovery.
• Serve as the escalation point for complex or high-priority issues.
• Partner with engineering and product to triage findings and close the loop with users.

Skills

Customer support

Team leadership

Troubleshooting

Written communication

Analytical skills

Tools

Sierra

Intercom

Zendesk

Front

Ada

JIRA

Job description

Figure is seeking a User Support Lead to build and scale its user support team in the United States. You will own the end-to-end support operation, from people to processes to tooling, and act as the escalation point for complex issues.

You will design workflows to turn user reports into well-documented bug tickets for engineering, implement and optimize our support stack with Sierra and Intercom, and partner with engineering and product to improve the user experience.