Community Support Specialist (Tokyo, Japan)

As a member of the Product Support Team at Figma, you will be responsible for providing exceptional technical support to Figma users across various platforms. This includes engaging with customers directly and publicly, moderating and organizing the support forum, and assisting with local language translations. Additionally, you will collaborate with the design and engineering teams to investigate and resolve complex issues, collect and prioritize customer feedback, and create detailed support content. This role requires strong communication skills, technical capability, and the ability to thrive in a startup environment.

• Provide outstanding technical support for new and experienced Figma users on community and social platforms
• Help moderate and organize the support forum to maintain a healthy and safe space for the global community
• Assist with local language translations on the forum, social platforms, and existing documentation
• Connect with the developer community, review and bring their plugins to Figma
• Identify trends and areas of improvement for the support forum and other community support initiatives
• Improve engagement and create a seamless one-to-many support experience
• Collaborate with design and engineering teams to investigate and resolve complex issues
• Work with the Technical Quality Support team to report and escalate technical issues
• Collect and prioritize customer feedback for product and research teams
• Close the feedback loop with users when bugs are resolved and feature requests are implemented
• Craft detailed and easy-to-understand support content such as FAQs, drafts for new Support Forum and Help Centre articles, and internal documentation
• Assist with response and communication around incidents and support issues

• 2+ years' experience working in a support or community environment for a technical SaaS product
• Familiarity with design processes and tools
• Good technical capability and written communication skills, with the ability to turn complex ideas into easily understood concepts
• A bias towards action and responsiveness
• A high attention to detail and are skilled with prioritizing tasks by level of urgency
• A willingness to listen to customer feedback and respond effectively in a public forum or directly with the user
• An agile and adaptive attitude, and thrive in the constantly evolving growth and excitement of startup culture
• Highly Fluent Japanese & native level English

• Outstanding technical support for Figma users
• Moderation and organization of the support forum
• Assistance with local language translations
• Collaboration with the developer community
• Identification of trends and areas of improvement for support initiatives
• Improved engagement and seamless support experience
• Collaboration with design and engineering teams to resolve complex issues
• Reporting and escalation of technical issues
• Collection and prioritization of customer feedback
• Crafting of detailed support content
• Response and communication around incidents and support issues
• Opportunity for growth and development
• Equal employment opportunities regardless of background or identity
• Reasonable accommodation for individuals with disabilities during the interview process and employment