Figma helps teams turn ideas into products. Our Customer Operations & Support team helps customers use Figma and brings customer needs into operational and product decisions.

As a Technical Operations & Insights Analyst, you will help shape where Support invests and how it scales. Reporting to the Manager of Workforce Management & Data Insights, you will combine hands-on analysis with metric development and cross-functional program leadership. You will identify opportunities across channel effectiveness, education, automation, and product improvements; assess their potential; and recommend priorities based on customer outcomes, quality, capacity, and cost. You will lead the work that turns those recommendations into measurable outcomes.

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:

• Identify and size opportunities to improve customer outcomes and operating efficiency. Turn ambiguous questions into investment recommendations, including when to proceed, test, defer, or stop
• Develop trusted measures, including cost per support interaction. Agree definitions, cost allocation, exclusions, and ownership with operational and financial partners
• Use SQL and Python or R to build reproducible analyses, data models, and reporting. Use git, peer review, and responsible AI-assisted workflows to develop, validate, and document the work
• Apply statistical inference to operational decisions, including observational comparisons, uncertainty, and sensitivity analysis. Explain the assumptions and limits of the evidence
• Build scenarios that connect costs, benefits, capacity, and customer outcomes. Partner with Finance to evaluate investment tradeoffs and define how results will be measured
• Lead cross-functional analytical programs from scope through delivery, adoption, and outcome review. Establish owners, milestones, dependencies, and decision points with partner teams
• Communicate complex findings through clear writing and purposeful visualizations that make recommendations, tradeoffs, and uncertainty understandable
• Build adoption and sustained use into delivery through documentation, appropriate data-quality checks, and agreed ongoing ownership

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

• 5+ years in analytics, strategy and operations, or a related analytical role, with a track record of influencing operational decisions
• Strong SQL and hands-on Python or R, working reproducibly with git and peer review, plus practical fluency with AI-assisted tools, including validating their output and owning the result
• Sound statistical and financial judgment: developing metrics, evaluating observational comparisons and uncertainty, and building basic scenarios that clarify costs, benefits, and tradeoffs
• A record of delivering cross-functional work from scope through adoption, including aligning stakeholders with conflicting priorities and challenging assumptions with evidence and respect
• Strong written, verbal, and visual communication, including concise data storytelling for senior leaders and creative approaches to framing complex problems

While it’s not required, it’s an added plus if you also have:

• Customer support, customer experience, service operations, or cost-to-serve analytics
• Experience with dbt, Snowflake, Hex, or comparable analytical toolsets
• Experiment design, automation measurement, or evaluation of changes to customer workflows
• Deeper financial modeling, workforce planning, or coaching other analysts
• Experience designing in Figma