Note: The job is a remote job and is open to candidates in USA. Figma is hiring a Business Systems Analyst for its Operations & Strategy team within Customer Operations & Support. The role owns and improves Zendesk, Decagon, and other support systems, leading system changes that enhance customer and Specialist experience.
Responsibilities
- Own and optimize the COS Zendesk environment, including workflows, business rules, automations, routing, permissions, and overall system health
- Lead improvements to ticket classification, queue design, backlog management, and skills-based routing to help Support scale
- Administer Decagon and its integration with Zendesk, including handoffs, escalations, and routing of AI-escalated tickets
- Serve as a hands-on admin across our broader support tooling, including Sprinklr, Gainsight, MaestroQA, Assembled, among others
- Evaluate and expand agent-facing AI capabilities, including Zendesk Copilot and other agent assist opportunities
- Own the lifecycle of systems changes, including requirements, design, testing, rollout, communication, and post-launch monitoring
- Create and maintain documentation across systems, including playbooks, operating procedures, change logs, and architecture diagrams
Skills
- 3+ years of experience as a Zendesk administrator or Business Systems Analyst supporting a customer or product support organization
- Deep hands-on experience with Zendesk workflows, routing, automations, business rules, queue architecture, and channel configuration, plus hands-on experience configuring Decagon and integrating it with Zendesk
- Experience administering or supporting multiple tools across a support ecosystem, and the ability to learn new systems quickly
- Experience leading systems changes independently or in partnership with Engineering, IT, Security, or Analytics
- Strong communication skills, ownership, and sound judgment, with the ability to work effectively with technical and non-technical stakeholders while maintaining a high bar for quality, documentation, and execution
- Zendesk Administrator certification
- Experience configuring skills-based routing, intelligent routing, or classification
- Experience with Zendesk Copilot, agent assist, or other AI-powered support tooling
- Admin experience with Sprinklr, Gainsight, MaestroQA, Assembled, or Salesforce
- Experience with APIs, webhooks, custom Zendesk apps, or scripting, plus SQL or analytics tools to evaluate workflow and tooling performance
Benefits
- Equity
- Health, dental, and vision coverage
- Retirement benefits with company contributions
- Parental leave and reproductive or family planning support
- Mental health and wellness benefits
- Paid time off
- Paid sick leave, holidays, and other leave benefits
- For exempt employees: employer-provided paid flexible PTO, in addition to flexible paid sick leave; PTO is subject to manager approval.
- Company recharge days
- Cell phone and home internet reimbursements
- Lifestyle spending accounts
- Annual bonus plan for eligible non-sales roles
- The role can be held from a US hub or remotely in the United States.
Company Overview
Company H1B Sponsorship