Role Description We are looking for a Support Content Engineer to own the knowledge systems, strategy, and infrastructure that enable our Support team to deliver exceptional customer experiences at scale — ensuring every product launch, policy change, and process update is understood and executed by our Support Specialists and AI systems. This is a role for someone who thinks in systems, measures everything, and wants to own a function end to end. 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: - Design, build, and iterate on AI-powered content systems — including automated workflows and quality checks that keep the knowledge base accurate at scale. - 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. - Optimize how content tools (and AI agents) work together, ensuring the environment functions as a cohesive system. Qualifications - 5+ years of experience building and maintaining knowledge or content programs at scale in a Support environment for a technical SaaS product. - Proficiency in tools like Notion, Zendesk, and Decagon. - An advanced practice of using AI tools as core infrastructure in your content workflow. - 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. Requirements - Job level and actual compensation will be decided based on factors including individual qualifications objectively assessed during the interview process. - The listed salary range is a guideline and may be modified based on work location. Benefits - Equity to employees. - Competitive package of additional benefits, including health, dental & vision. - Retirement with company contribution. - Parental leave & reproductive or family planning support. - Mental health & wellness benefits. - Generous PTO and company recharge days. - Learning & development stipend. - Work from home stipend and cell phone reimbursement. - Sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. Company Description At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace — we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment.

• Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed • Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved • Adhere to the client’s SLAs and consistently meet production targets • Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes • Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow

• Assist customers over the phone and email with product and service questions • Manage both inbound and outbound calls and emails • Proactively identify solutions to questions you anticipate our pet owners have in each interaction • Take a hands-on approach to resolving every issue, owning it from start to finish • Provide a best-in-class service experience for our customers while working in a fast-paced environment • Provide our customers with technical support when navigating our website • Understand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experience

Role Description As a co-facilitator for a Family Support Group, you will: - Introduce discussion topics and help moderate conversation. - Maintain all CMHA YSS policies and procedures relating to confidentiality, privacy, and health and safety. - Have personal experience with a family member who has experienced mental health concerns. - Inform your supervisor of any issues that arise that may interfere with your volunteer position. - Attend all sessions virtually, in the evenings, as follows: - 1x month: Third Tuesday from 7:00pm-8:15pm - Complete training and orientation before beginning volunteering. - Complete a Vulnerable Sector Screening for this role. Qualifications - Fluency in Tamil and English, speaking, reading, and writing. - Three volunteer spots available. Requirements - Completion of Group Facilitation training. - Completion of general orientation and on-the-job training. - Complete a Vulnerable Sector Screening Check. - Availability for day and/or evenings and occasional on-call. - Minimum of a one-year commitment. - 2-3 hours per month minimum. - Notify program coordinator in advance if you are not able to be present for a group. - Submit volunteer hours on a bi-weekly basis. - Adhere to CMHA’s written volunteer policies and procedures.