Automations & AI Specialist, Product Support Job at Figma (San Francisco)

Product Support Specialist

Exciting opportunity for a Product Support Specialist in the Internet Service Pr...

Location

United States , Atlanta

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Proficiency in Cisco Technologies for network management and troubleshooting
Demonstrated expertise in Citrix Technologies for effective deployment and support
Familiarity with Cloud Technologies for managing and supporting cloud-based products
Strong understanding of Computer Hardware for diagnosing and resolving hardware-related issues
Experience with Dell Technologies for hardware and software support
Knowledge of About Time software for efficient time and project management
Proficiency in Active Directory for user and resource management
Experience with Backup Technologies for data protection and recovery
Excellent Communication skills for effective collaboration and customer support

Job Responsibility

Implement and manage a comprehensive strategy to unify customer interactions across various platforms
Collaborate with customer service, marketing, technology, and sales teams to ensure omnichannel strategy aligns with organizational objectives
Utilize data analytics to monitor customer behavior and feedback
Incorporate AI and automation tools such as chatbots, voicebots, and automated workflows
Advocate for a customer-first approach
Streamline internal workflows, systems, and processes
Oversee budget and resources for omnichannel operations
Provide guidance and mentorship to team members

What we offer

Medical, vision, dental, and life and disability insurance
401(k) plan
Free online training

AI Conversation Design Specialist

This role is focused on creating a Conversational AI-driven self-service experie...

Location

Munich; Berlin; Dublin

Salary:

Not provided

Personio SE & Co. KG

Expiration Date

Until further notice

Requirements

4–6 years of experience delivering AI Agents or chatbots (voice, chat, email, and messaging) preferably in SaaS, technology, or customer experience
German fluency highly preferred
Hands-on experience with chatbots / AI copilots such as Intercom Fin, Decagon, MavenAGI, Ada, Forethought or equivalent
Familiarity with APIs, comfortable occasionally writing snippets of code to bring in data from other systems into Intercom Fin
Strong understanding of AI/ML concepts, natural language processing, and customer support technologies (e.g., chatbots, virtual assistants)
Experience working with data analytics tools and interpreting model performance metrics
Demonstrated ability to translate business needs and customer pain points into technical requirements for AI solutions
Experience collaborating with Product, Engineering, Data, Systems, Customer Support, and Professional Services teams
Knowledge of customer experience metrics (CSAT, NPS, etc.) and best practices in B2B SaaS
Strong project management skills, including Agile or similar methodologies

Job Responsibility

Self-Service and Productivity Outcomes: Drive contact volume reduction and self-service by implementing solutions for top contact drivers, as well as driving Support Agent productivity and handling time through improvements to co-pilots
AI Conversation Automation: Develop AI automated workflows / agent operating procedures, run batch tests, configure personalized answers, and reverse engineer unresolved conversations
Conversation Design: Architect natural, useful interactions between customers and AI chatbots. Design the flow and logic of conversations for the chatbots, partnering with subject-matter experts. You tune and design bot conversations —flows, intents/tagging, prompts/responses, fallback logic— to cut hallucinations, misroutes, and unnecessary handoffs
AI Service Journey Design: Define and govern AI↔human and AI↔AI handoffs (confidence thresholds, triggers, routing rules), ensuring brand voice, privacy, and responsible-AI standards, building a deep knowledge of our customer journeys and user stories to anticipate and design for different scenarios
Data Integration: bring data from 3rd party systems and our own product into Intercom Fin to improve AI conversation effectiveness
Performance Monitoring and Improvement: Track key metrics (e.g., self-serve resolutions, monthly active users, deflection rates, resolution time, customer experience score, NPS) to evaluate AI impact, identify gaps, and implement improvements
AI Solution Delivery: Lead the implementation of AI-powered tools (e.g., chatbots, copilots, virtual assistants) that address common customer pain points and streamline support and professional services processes, and partner with Engineering and Systems on integrations and fixes
Cross-Functional Collaboration: Work closely with Product, Engineering, Customer Experience, Data and Systems teams to ensure AI solutions are aligned with customer needs and business objectives, and that we integrate seamlessly with the Personio Assistant and internal support tooling
Continuous Quality Improvement: Oversee the ongoing quality fine-tuning of AI tools using real customer data and feedback to improve routing, accuracy, relevance, and customer satisfaction. You approach with a product mindset, anticipating edge cases and interaction effects, and regression test as new changes are introduced. You monitor bot/service health, triage incidents and misroutes, and coordinate rapid fixes and postmortems as needed
Change Management: Champion the adoption of AI tools within customer-facing teams, supporting the development of training materials and enablement sessions dedicated to developing AI proficiency within CX

What we offer

Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years
Make an impact on the environment and society with 1 (fully paid) Impact Day
Receive generous family leave, child support, mental health support, and sabbatical opportunities
We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch
20 Flex Days per year to work remotely from other locations

Fulltime

AI Operations Specialist

We are seeking a detail-oriented Agentic Specialist to oversee the daily operati...

Location

United States , San Francisco

Salary:

75000.00 - 125000.00 USD / Year

PagerDuty

Expiration Date

Until further notice

Requirements

Demonstrated experience working with CRM systems, marketing automation platforms, or customer engagement tools
Strong written communication skills with exceptional attention to detail and ability to maintain brand voice consistency
Basic understanding of sales processes, lead qualification, and customer journey mapping
Comfortable with technology and demonstrated ability to quickly learn new software platforms and tools
Familiarity with data analysis tools and ability to create basic reports and dashboards
Ability to multitask and prioritize effectively in a fast-paced, dynamic environment
Strong problem-solving skills with a proactive approach to identifying and addressing issues
Excellent interpersonal skills for collaborating across multiple departments and stakeholder groups

Job Responsibility

Daily Operations & Monitoring: Monitor AI agent conversations and interactions with prospects in real-time to ensure optimal performance and customer experience, review conversation logs for quality, accuracy, and brand compliance while identifying opportunities for improvement, conduct regular health checks on agentic systems to prevent downtime and maintain seamless operations
Content Management & Optimization: Update and maintain comprehensive supporting content libraries including objection handling scripts, product information, and conversation flows, identify gaps in AI knowledge base and flag content needs to marketing and sales teams for development, ensure all agentic tools have access to current, accurate, and compelling messaging that aligns with company positioning
Technical Support & Issue Resolution: Troubleshoot basic AI agent issues including conversation flow problems, integration hiccups, and content delivery errors, escalate complex technical problems to appropriate teams while maintaining detailed documentation of issues and resolutions, serve as the primary point of contact for sales and success teams experiencing agentic tool challenges
Performance Analysis & Reporting: Track key performance metrics including conversation completion rates, lead qualification accuracy, response times, and conversion metrics, generate regular reports on agent effectiveness, identifying trends and opportunities for optimization, present findings to stakeholders with actionable recommendations for improvement
Cross-Functional Collaboration: Collaborate closely with sales and marketing teams to ensure AI messaging stays current with product updates, campaign launches, and market positioning changes, partner with customer success teams to optimize post-sale agentic interactions and support workflows, work with product and engineering teams to communicate user feedback and feature requests

What we offer

Competitive salary
Comprehensive benefits package
Flexible work arrangements
Company equity
ESPP (Employee Stock Purchase Program)
Retirement or pension plan
Generous paid vacation time
Paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent

Fulltime

New

Automation & AI Product Analyst

This is a full‑time, permanent position where you will focus on Automation and A...

Location

United Kingdom , London

Salary:

55000.00 - 65000.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Experience as a Business Analyst, Product Owner, Process Improvement Specialist, or similar
Hands‑on experience OR strong technical aptitude with automation or AI
Strong requirements‑gathering and stakeholder‑management skills
Ability to turn unclear problems into practical solutions
A focus on reducing manual work through real solutions
Confidence working independently

Job Responsibility

Lead the end-to-end delivery of assigned automation and AI initiatives within the Factory of Agents
Deliver automation and AI projects from start to finish
Take ownership of assigned work under the Automation & AI Product Lead
Build automation workflows and AI assistants
Identify new automation and AI opportunities
Help maintain and improve our automation pipeline
Design and refine prompts, logic, and agent workflows
Create rules‑based (deterministic) workflows
Improve processes before adding automation or AI
Monitor how well solutions are working and make improvements

Fulltime

Director, Customer Care Product Operations

We are seeking an experienced leader to execute the strategic direction of our C...

Location

United States , Mountain View

Salary:

216000.00 - 264000.00 USD / Year

EarnIn

Expiration Date

Until further notice

Requirements

Deep passion for customers and a strong belief in the power of care as a product differentiator
7+ years proven leadership experience, including managing cross-functional embedded teams and developing systems for scale and autonomy
Strong product and/or technical background preferred—ideally with a degree in Engineering, Computer Science, or related field and hands-on product development or technical experience
Experience with AI strategy, including tool selection, automation mapping, and agent-assist systems
Demonstrated ability to build and scale user research and feedback loops into product pipelines
Outstanding analytical and problem-solving skills
data-driven decision-making is a must
Expertise or capability in operations including knowledge of quality assurance, agent readiness, escalations
Track record of influencing and aligning with stakeholders across Product, Engineering, Marketing, and CX
Excellent communication and collaboration skills—especially in high-ambiguity environments

Job Responsibility

Own and drive the Care AI strategy to shift from human support to automated and AI-powered resolution
Define automation use cases, KPIs, and optimize adoption across all support channels
Partner and collaborate closely with Product & Engineering to align automation roadmap with technical feasibility and business goals
Lead Customer Care’s product integration strategy to embed CX into every product and operational decision
Manage 4–5 senior Care Specialists embedded in key product pods to ensure launch readiness, lifecycle comms, and research support
Act as the cross-functional glue between Care, Product, and Eng—aligning roadmaps, surfacing feedback, and driving issue resolution
Consolidate customer, agent, and system insights into a single narrative to inform continuous improvement
Build a scalable, company-wide user research program with EarnIn-specific guidelines to enable autonomous research
Define high-priority UR initiatives aligned to business goals that product operations will take on
Select and implement research tooling (e.g., Maze, Dovetail) to support execution at scale

What we offer

equity
benefits

Fulltime

Manager, Technical Support

As a Manager, Support at Vanta, you will lead our APJ Support team responsible f...

Location

Australia , Sydney

Salary:

Not provided

Vanta

Expiration Date

Until further notice

Requirements

5+ years of Support leadership experience, ideally in fast-growing SaaS or technical complex environments
Be located in Sydney, Australia
Proven success leading teams through complex troubleshooting and escalations
Experience managing hybrid or distributed teams
Experience implementing AI or leading teams in an AI-enabled support model (AI workflows, routing, automation, quality improvement)
Background working in fast-growing or rapidly scaling companies, where systems, processes, and expectations evolve quickly
Track record of building processes and driving outcomes, not just managing tasks
Strong track record partnering cross-functionally to improve product and customer outcomes
Experience supporting Premium and Enterprise customers
Prior hands-on support experience

Job Responsibility

Lead a high-performing Support team
Manage, coach, and develop Support Professionals
Build a collaborative team culture rooted in accountability, curiosity, customer value, and resilience
Drive strong performance across productivity, quality, CSAT, and operational KPIs
Hire talent with strong technical and documentation skills who raise the bar
Provide clear, actionable feedback and coach effectively to help individuals grow
Encourage a customer-education mindset by helping the team turn troubleshooting into learning moments for customers
Identify knowledge or skill gaps within the team and partner with Enablement, Knowledge Management, or SMEs to build training that strengthens technical depth and AI collaboration
Work a small number of tickets to stay connected to customer challenges, product behavior, and team workflows
Build operational excellence and predictable delivery

What we offer

Industry-competitive salary and equity
Healthcare stipend towards health insurance for you and your dependents
16 weeks paid Parental Leave for all new parents
Health & wellness stipend
Remote workspace, internet, and cellphone stipend
Commuter benefits for team members who attend the office
20 days of Annual Leave per year
9 company-paid holidays
Virtual team building activities, lunch and learns, and other company-wide events

Fulltime

Manager, Technical Support - EMEA

Our Support mission is simple and bold: “We make complex solutions seem simple, ...

Location

Ireland , Dublin

Salary:

Not provided

Vanta

Expiration Date

Until further notice

Requirements

5+ years of Support leadership experience, ideally in fast-growing SaaS or technical complex environments
Be located in Dublin, Ireland
Proven success leading teams through complex troubleshooting and escalations
Experience managing hybrid or distributed teams
Experience implementing AI or leading teams in an AI-enabled support model (AI workflows, routing, automation, quality improvement)
Background working in fast-growing or rapidly scaling companies, where systems, processes, and expectations evolve quickly
Track record of building processes and driving outcomes, not just managing tasks
Strong track record partnering cross-functionally to improve product and customer outcomes
Experience supporting Premium and Enterprise customers
Prior hands-on support experience

Job Responsibility

Lead a high-performing Support team
Hire, manage and develop Support Professionals, building a culture of accountability, curiosity, customer value, and resilience
Drive strong performance across productivity, quality, CSAT, and operational KPIs
Hire talent with strong technical and documentation skills who raise the bar
Provide clear, actionable feedback and coach effectively to help individuals grow
Encourage a customer-education mindset by helping the team turn troubleshooting into learning moments for customers
Identify knowledge or skill gaps within the team and partner with Enablement, Knowledge Management, or SMEs to build training that strengthens technical depth and AI collaboration
Work a small number of tickets to stay connected to customer challenges, product behaviour, and team workflows
Build operational excellence and predictable delivery
Establish scalable rhythms for capacity planning, queue health, and performance reviews

What we offer

Industry-competitive salary and equity
100% covered medical, dental, and vision benefits with dependents coverage
16 weeks paid Parental Leave for all new parents
Health & wellness stipend
Remote workspace, internet, and mobile phone stipend
Commuter benefits, including bike to work scheme and tax commuter ticket scheme
Pension matching
25 days of Annual Leave per year
11 company-paid holidays
Virtual team building activities, lunch and learns, and other company-wide events

Fulltime

Senior GTM Enablement Specialist

Staffbase is looking for a Senior GTM Enablement Specialist to equip our sales a...

Location

Germany , Dresden

Salary:

Not provided

Staffbase

Expiration Date

Until further notice

Requirements

Minimum 3 years experience in a Go-To-Market role (SDR, AE, Solutions Engineering, Customer Success) with a track record of high performance
Proven experience Sales Enablement, Product Marketing or a related field, with exceptional impact on sales performance
Strong understanding of sales methodologies, processes, and tools
Excellent facilitation, coaching, and training delivery skills
Ability to create compelling content and deliver engaging programs
Native German speaking and fluency in English, written and spoken (min. Level C1)
Analytical mindset with experience using data to inform decisions and measure success
Collaborative approach with the ability to build relationships across departments
Familiarity with tools such as Salesforce, Gong, and other sales enablement platforms

Job Responsibility

Collaborate with regional GTM leadership to define enablement objectives aligned with business goals
Develop and execute an enablement strategy that supports revenue growth and enhances team performance
Create and manage enablement resources such as playbooks, flows, and live sessions
Partner with Product Marketing to ensure alignment on messaging, content, and campaigns for the regional team
Collaborate with the partnership team to support partner enablement strategies
Oversee the adoption and utilization of sales tools such as Salesforce, Gong, Learning360, Highspot and AI-powered solutions
Identify opportunities to enhance workflows and streamline sales processes through technology and automation
Partner with Sales & CS Managers to develop coaching frameworks, career development paths and methodologies
Provide actionable feedback and support to individual contributors to improve deal outcomes and sales effectiveness
Track and analyze GTM performance metrics (e.g., win rates, deal velocity, pipeline health) to identify areas of improvement

What we offer

Competitive Compensation - we offer attractive salary packages including LTIP (unit-based Long Term Incentive Plan)
Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of €1560
Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
Wellbeing - Monthly Wellbeing Allowance €35, from fitness to mental health, hobbies to relaxation
Support - we’re offering a company pension scheme
Volunteers Day - you’ll get one day off per year for supporting a social project

Fulltime

Automations & AI Specialist, Product Support

Figma

Location:
United States , San Francisco ▼
New York

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
February 17, 2026

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