Support Content Specialist

What you'll do at Figma:

• Design, build, and iterate on AI-powered content systems — including automated workflows and quality checks that keep the knowledge base accurate at scale — and develop human oversight mechanisms that ensure a high quality bar.
• Own the information architecture of our internal knowledge base, defining how content is organized, maintained, and structured for both human use and AI consumption.
• Build and execute a content strategy for the Product Support team, including a North Star vision, defined health metrics, and a regular cadence for communicating program impact tied to customer outcomes including CSAT and first contact resolution.
• Establish and maintain content governance standards including style guides, templates, and documentation frameworks so Specialists receive consistent, reliable information regardless of the source.
• Optimize how content tools (and AI agents) work together, ensuring the environment functions as a cohesive system with an evaluation strategy (especially for AI content) and identified improvement mechanisms to increase impact.

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

• 5+ years of experience building and maintaining knowledge or content programs at scale in a Support environment for a technical SaaS product, with proficiency in tools like Notion, Zendesk, and Decagon
• An advanced practice of using AI tools as core infrastructure in your content workflow, with hands-on experience using AI to drive measurable impact (ex: automate authoring, publishing, and conducting quality checks at scale)
• Experience with systems integrations via API, webhooks, MCP, or other methods
• Experience building a content or knowledge management strategy including governance, information architecture, and measuring impact
• Strong written communication skills with the ability to turn complex topics into clear, usable content optimized for both humans and AI systems