Role Description We are seeking a dedicated and problem-solving Customer Service Representative to provide additional capacity to the customer support team. This fully remote role is crucial for ensuring that all customer service issues are resolved promptly and efficiently. Key Responsibilities (Day-to-Day) - Handle Inquiries: Actively manage and respond to customer service inquiries across multiple channels, including phone calls, live chats, and emails. - Documentation: Accurately take notes on customer interactions and resolutions. - Resolution: Ensure all customer service issues are fully resolved by the end of each day. Qualifications - 1-2 Years of Experience in a Customer Service role or similar. - Experience working with AI (ChatGPT & Gemini). - Experience in the healthcare industry is preferred. - Previous experience handling customer support via calls is required. - Advanced English conversational and written skills are a must. - Scheduling Flexibility: Must be able to work weekends. Requirements - Success is measured by consistently achieving high customer satisfaction scores. Benefits - This is an exciting opportunity to join a company that is open to receiving people from different parts of the world and offers clear intentions for internal growth and advancement. - Work remotely. - Vacation: 10 business days a year. - Holidays: 5 National Holidays a year. - Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day). - Parental Leave. - Health Care Reimbursement. - Active Lifestyle Reimbursement. - Quarterly Home Office Reimbursement. - Payroll Deduction Purchase Plans. - Longevity Bonus. - Continuous Learning Bonus. - Access to Training and Professional Development Platforms. - Did we mention it's REMOTE?!!

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