Technical Operations & Insights Analyst

About this role

Analyze customer support operations to identify opportunities that improve customer outcomes and operating efficiency. Develop trusted metrics, financial scenarios, and evidence-based investment recommendations, then lead cross-functional work through adoption and outcome review.

About the company

Figma is a collaborative design platform for product teams to create interfaces, prototypes, and design systems in the browser. It helps designers and developers work together on digital products from ideation through handoff.

The team

Customer Operations & Support; reports to the Manager of Workforce Management & Data Insights.

Stack

What you'll do

• Identify and assess opportunities across support channels, education, automation, and product improvements.
• Develop reliable operational measures, including cost per support interaction.
• Build reproducible analyses, data models, reports, and scenarios connecting costs, capacity, and customer outcomes.
• Apply statistical inference and communicate evidence, assumptions, and uncertainty.
• Partner with Finance and cross-functional teams to evaluate tradeoffs and deliver measurable programs.
• Create clear written findings and visualizations, and establish documentation, data-quality checks, and ongoing ownership.

What we're looking for

• 5+ years in analytics, strategy and operations, or a related analytical role.
• Strong SQL and hands-on Python or R; experience working reproducibly with git and peer review.
• Sound statistical and financial judgment, including metric development, observational analysis, and basic scenario modeling.
• Experience delivering cross-functional work from scope through adoption and aligning stakeholders with competing priorities.
• Strong written, verbal, and visual communication skills.
• Practical fluency with AI-assisted tools, including validating their output and taking ownership of results.

Nice to have

• Customer support, customer experience, service operations, or cost-to-serve analytics.
• Experience with dbt, Snowflake, Hex, or comparable tools.
• Experiment design, automation measurement, or evaluating changes to customer workflows.
• Deeper financial modeling, workforce planning, or coaching other analysts.
• Experience designing in Figma.

Benefits

• Equity
• Health, dental, and vision coverage
• Retirement benefits with company contributions
• Parental leave and family-planning support
• Mental health and wellness benefits
• Paid flexible time off and paid sick leave
• Company recharge days and cell phone or home internet reimbursements