User Support Lead

figureai· Data Operations
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📍 San Jose, CA

About this role

We are looking for a User Support Lead to build, run, and scale our user support team. Your team will be the first line of response for our users. Its core mission is to surface, reproduce, and route bugs in our internal application quickly and accurately so that engineering can fix what matters most. You will own the support operation end to end: the people, the processes, and the tooling. This is a high-ownership role where great support work directly improves the quality of the product.

Responsibilities

  • Own the full user support function: strategy, day-to-day operations, tooling, and quality
  • Build and operate the support queue, ensuring inbound issues are answered, investigated, and resolved within response-time and satisfaction targets
  • Build the team: hire, onboard, coach, and manage support specialists as volume and scope grow
  • Design workflows that turn user reports into well-documented, reproducible, prioritized bug tickets for engineering
  • Build, configure, and continuously improve our support stack using platforms such as Sierra and Intercom, including AI agent flows, macros, and escalation paths
  • Create and maintain internal documentation, triage playbooks, and a self-serve knowledge base to deflect repeat issues
  • Define and report on key metrics for both support performance (CSAT, first response time, resolution time) and bug discovery (time to reproduction, escalation accuracy, defect signal quality)
  • Serve as the escalation point for complex, sensitive, or high-priority issues
  • Partner closely with engineering and product to triage findings, identify recurring pain points, and close the loop with affected users

Requirements

  • 5+ years of experience in user or customer support for a software product, including 2+ years building or leading a support team
  • Hands-on experience administering and optimizing modern support platforms such as Sierra, Intercom, or similar tools (e.g., Zendesk, Front, Ada)
  • Experience deploying and tuning AI-powered support agents, including flow design, guardrails, and escalation logic
  • Strong technical troubleshooting instincts: able to reproduce issues, isolate variables, and write bug reports engineers can act on immediately
  • Track record of building a support operation from scratch or scaling one significantly
  • Excellent written communication: clear, warm, and precise with users and internal teams alike
  • Strong analytical skills; comfortable using support data to drive decisions and report to leadership

Bonus Qualifications

  • Experience running support for internal tools or technical user bases
  • Familiarity with JIRA (or similar) for bug triage and cross-team escalation
  • Experience with QA or defect management processes
  • Experience defining SLAs and building QA programs for support quality
  • A passion for helping scale the deployment of humanoid robots



Frequently Asked Questions

Is the salary disclosed for the User Support Lead position at figureai?
The salary for this User Support Lead role at figureai is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the User Support Lead position at figureai located?
This User Support Lead role at figureai is based in San Jose, CA. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the User Support Lead at figureai belong to?
This User Support Lead position is part of the Data Operations department at figureai. See the full job description for more information about the team structure and responsibilities.
How do I apply for the User Support Lead position at figureai?
Click the "Apply Now" button on this page. You will be redirected to figureai's official application portal hosted on greenhouse where you can submit your application directly.
When was the User Support Lead job at figureai posted?
This User Support Lead position at figureai was posted on Aug 10, 2026. Apply as soon as possible — early applications are often reviewed first.
User Support Lead
figureai
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