Technical Operations & Insights Analyst

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

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Pay Transparency Disclosure

Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location.

Figma offers equity to employees, as well as a competitive package of additional benefits, including health, dental, and vision coverage; retirement benefits with company contributions; parental leave and reproductive or family planning support; mental health and wellness benefits; and paid time off. Figma provides paid sick leave, holidays, and other leave benefits in compliance with applicable federal, state, and local laws, including the requirements of the Washington Minimum Wage Act and related regulations. Exempt employees are eligible for employer‑provided paid flexible PTO in addition to flexible paid sick leave. PTO is subject to manager approval. Additional benefits may include company recharge days, cell phone and home internet reimbursements, and a number of lifestyle spending accounts. Figma also offers sales incentive compensation for most sales roles and an annual bonus plan for eligible non-sales roles. All compensation and benefits are subject to applicable plan terms and may be modified by Figma at any time, consistent with applicable law.

Annual Base Salary Range:

$140,000—$245,000 USD