Business Systems Analyst (Zendesk/Decagon)

Location: Remote within the United States, or from the San Francisco or New York hubs. In-person onboarding is required if hired.

Annual base salary: $105,000–$245,000 USD

Company

Figma develops a collaborative design platform that helps teams brainstorm, prototype, translate designs into code, and iterate with AI in real time.

What you will do

• Own and optimize the Customer Operations & Support Zendesk environment, including workflows, automations, routing, permissions, and system health.
• Improve ticket classification, queue design, backlog management, and skills-based routing as Support scales.
• Administer Decagon and its Zendesk integration, including handoffs, escalations, and routing of AI-escalated tickets.
• Support the broader support tooling ecosystem, including Sprinklr, Gainsight, MaestroQA, and Assembled.
• Evaluate and expand agent-facing AI capabilities such as Zendesk Copilot.
• Lead systems changes from requirements and design through testing, rollout, communication, monitoring, and documentation.

Requirements

• Ability to work remotely from the United States or from a US hub; in-person onboarding is required.
• At least 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 multiple support tools and leading systems changes with Engineering, IT, Security, or Analytics.
• Strong communication, ownership, judgment, documentation, and execution skills with technical and non-technical stakeholders.

Nice to have

• Zendesk Administrator certification.
• Experience with skills-based, intelligent routing, or classification.
• Experience with Zendesk Copilot, agent assist, or other AI-powered support tooling.
• Administration experience with Sprinklr, Gainsight, MaestroQA, Assembled, or Salesforce.
• Experience with APIs, webhooks, custom Zendesk apps, scripting, SQL, or analytics tools.

Culture & Benefits

• Equity and a competitive benefits package.
• Health, dental, and vision coverage, retirement contributions, paid time off, paid sick leave, and holidays.
• Parental leave, reproductive and family planning support, and mental health and wellness benefits.
• Flexible PTO for eligible exempt employees, subject to manager approval.
• Possible recharge days, cell phone and home internet reimbursements, and lifestyle spending accounts.
• Commitment to equal employment opportunities and reasonable accommodations throughout the application and employment process.

Hiring process

• Video interviews require candidates to keep their cameras on.
• Reasonable accommodations are available for interviews and the application process.