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Salary: USD 105,000 - 245,000 / annual
Figma is seeking a Business Systems Analyst to join the Operations & Strategy team within Customer Operations & Support (COS). In this role, you will own and evolve the systems that power Figma's support organization, serving as a hands-on systems administrator with deep expertise in Zendesk and Decagon.
Key responsibilities include:
- 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 the broader support tooling ecosystem, including Sprinklr, Gainsight, MaestroQA, and Assembled
- Evaluate and expand agent-facing AI capabilities, including Zendesk Copilot and other agent assist opportunities
- Own the complete lifecycle of systems changes, from requirements and design through testing, rollout, communication, and post-launch monitoring
- Create and maintain comprehensive documentation, including playbooks, operating procedures, change logs, and architecture diagrams
This is a full-time role that can be held from one of Figma's US hubs (San Francisco or New York) or remotely within the United States. You'll work closely with cross-functional teams including Engineering, IT, Security, and Analytics to implement changes that improve both customer and support specialist experience.
Requirements:
- 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
- Hands-on experience configuring Decagon and integrating it with Zendesk
- Experience administering or supporting multiple tools across a support ecosystem, with 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; ability to work effectively with technical and non-technical stakeholders while maintaining high standards for quality, documentation, and execution
Preferred qualifications:
- 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
- SQL or analytics tools experience to evaluate workflow and tooling performance
