Business Systems Analyst, Product Support

Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, create, test, and ship better designs, together. From great products to long-lasting companies, we believe that nothing great is made alone-come make with us!

As a pivotal member of our Product Support Team, you will provide outstanding support for the tools that help to power our Product Support organization, including Zendesk, Tymeshift and other Quality, Learning and Workforce Management systems. We are looking for someone who is passionate about technology and building solutions that scale, loves working cross functionally, and wants to help us build the future of Figma's Global Product Support. You will be delivering near and long-term value to the entire Figma community, from customers to key internal partners, such as Product Support, Engineering, Security, IT, Product, Workforce Management, and others.

This is a full time role that can be held from one of our US hubs or remotely in the United States.

What you'll do at Figma:

• Lead and be responsible for Zendesk administration, including configuration, support and maintenance of our Zendesk suite and third-party system providers connected to Zendesk.
• Provide technical guidance and input to the overall Product Support strategy, establishing and implementing priorities, managing and assessing risk and ensuring high quality outcomes.
• Act as a resident expert on the evaluation and selection of technology tools and systems used by the Product Support team, including developing Requests for Proposal (RFP).
• Partner with internal teams and make recommendations to optimize our support processes and procedures, ensuring we document them along the way.
• Implement advanced Zendesk functionality such as routing and design workflows, macros, automations, triggers, views that support our team to do their best work.
• Develop reporting capabilities, dashboard and metrics for senior leadership, key partners and agents.
• Work closely with Workforce Management and other teams on Product Support to handle all incoming tool, system access and configuration requests, including onboarding and offboarding of team members
• Assist in training new and existing users on Zendesk skills across Product Support.

We'd love to hear from you if you have:

• 3+ years experience in administering, configuring and improving systems and tools powering customer facing teams, such as Zendesk and Quality, Social, Learning, and Workforce Management Systems.
• A passion for constantly improving the customer experience, a keen understanding of common difficulties that arise in a support organization, and experience delivering innovative customer-centric solutions.
• Proficiency with communicating effectively across different audiences, technical and non-technical, including building Request for Proposal (RFP) for third-party systems.
• A deep understanding of the Zendesk data model and experience developing dashboards in Zendesk to visualize data insights.
• Experience building strong relationships and partnerships with cross-functional teams, including Support Operations, Analytics, Product, Engineering, Marketing, Sales
• A data driven mentality and experience using data to understand problems and help drive towards solutions.
• Comfort and familiarity with collaborative project management software such as Asana, Smartsheets, etc.
• Bonus: Experience with SQL and a Zendesk Support Administrator Expert certification.

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you're excited about this role but your past experience doesn't align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Read more about our team

• Investing in Figma: The Decade of Design
• How work is changing at Figma
• Figma's next product is a multiplayer whiteboard called FigJam
• Software Design Startup Figma Is Now Worth $10 Billion

We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please let your recruiter know if you require accommodation.

About Figma

Dylan Field and Evan Wallace co-founded Figma in 2012 with the vision of building tools for designers in the browser. Their goal was to create the first design tool that combined the accessibility of the Web with the functionality of a native app. Today Figma is a platform with tools and spaces to support the entire product development process-idea to design to build-and has simplified collaboration for companies like Microsoft, Uber, and The New York Times to name a few.

At Figma, we celebrate and support our differences. We know employing a team rich in diverse backgrounds, experiences, and opinions allows our employees, products, and community to flourish. Figma is an equal opportunity workplace-we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with the applicable candidate section of Figma's Privacy Policy.