Ai Quality Assurance Specialist

Summary

Join Figma's growing team as an AI Quality Assurance Specialist and play a pivotal role in ensuring the accuracy and effectiveness of our AI-powered support tools. You will review AI-generated responses, identify areas for improvement, and collaborate with various teams to enhance our chatbot, automated email, and internal support systems. This full-time role, based in a US hub or remotely within the US, requires deep Figma product knowledge and a proven track record as a high-performing support specialist. You will develop and monitor AI performance metrics, contributing to a scalable QA framework that balances AI efficiency with human insights. Your work will directly impact customer satisfaction and help Figma maintain its best-in-class support experience.

Requirements

• You have deep product knowledge of Figma, with expertise in its features and a strong understanding of how real customers use Figma and where they commonly encounter challenges
• You have a proven track record as a high-performing Support Specialist, consistently achieving strong QA scores and excelling across support metrics
• You communicate clearly and empathetically, providing accessible solutions to complex product questions
• You understand what makes support experiences helpful, solution-driven, and accurate
• You can identify inaccuracies, incomplete information, or vague responses in support content and provide actionable, product-informed feedback

Responsibilities

• Review and audit AI-generated support responses for clarity, accuracy, and alignment with Figma’s standards
• Identify gaps or inaccuracies in chatbot and automated email replies, providing clear, actionable recommendations for improvement
• Partner with the Automation & AI Specialist to continuously train and enhance our generative AI systems
• Contribute to building and refining a scalable QA framework to ensure quality, consistency, and accuracy across AI interactions
• Develop, monitor, and improve AI performance metrics, including CSAT, accuracy, relevance, and resolution rates, to drive improvements in the support experience

Preferred Qualifications

• Experience working directly with or auditing support content, including human responses, chatbots, and automated replies
• Familiarity with AI tools like ChatGPT, Claude, or Gemini, especially in a support or content QA context
• Exposure to conversation design or prompt optimization, particularly for customer-facing tools
• Proficiency with data tools like Hex, Looker, or Google Sheets to help identify response trends or issues
• A working knowledge of how Support QA frameworks are built and scaled

Benefits

• Health, dental & vision
• Retirement with company contribution
• Parental leave & reproductive or family planning support
• Mental health & wellness benefits
• Generous PTO
• Company recharge days
• A learning & development stipend
• A work from home stipend
• Cell phone reimbursement
• Sales incentive pay for most sales roles
• An annual bonus plan for eligible non-sales roles