User Support Lead
Figure is an AI robotics company developing general-purpose humanoid robots and its Helix vision-language-action AI system.
Funding history
About Figure
Figure develops and deploys general-purpose humanoid robots for commercial and household tasks. Its current Figure 03 robot is powered by Helix, an onboard generalist vision-language-action model; the company also operates the Index data-collection service.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will build, run, and scale the user support function. You will manage support operations, tooling, quality, and specialists; investigate and resolve inbound issues; transform reports into prioritized bug tickets; improve support platforms and documentation; and report performance and bug-discovery metrics.
Requirements
- 5+ years of user or customer support experience for a software product
- 2+ years building or leading a support team
- Experience administering modern support platforms such as Sierra or Intercom
- Experience deploying and tuning AI-powered support agents
- Technical troubleshooting and bug-reporting skills
- Experience building or significantly scaling a support operation
- Written communication skills
- Analytical skills and support-data analysis
Responsibilities
- Own the user support strategy, operations, tooling, and quality
- Build and operate the support queue to meet response-time and satisfaction targets
- Hire, onboard, coach, and manage support specialists
- Turn user reports into documented, reproducible, prioritized bug tickets
- Configure and improve Sierra, Intercom, AI agent flows, macros, and escalation paths
- Maintain internal documentation, triage playbooks, and a self-service knowledge base
- Define and report support and bug-discovery metrics
- Handle complex, sensitive, and high-priority escalations
- Partner with engineering and product to triage findings and close the loop with users