Product Support Specialist

Figma•San Francisco, NY

21h•$38 - $55•Remote

About The Position

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! You’ll be the voice of Figma as you help to create seamless experiences for our customers every day. Engaging with our customers requires critical thinking, an investigative mindset and impeccable communication skills. We’re looking for a team player who is technically inclined, has a passion for quality and creating great customer experiences, and is comfortable collaborating in a fast-paced startup environment. This is a full time role that can be held from one of our US hubs or remotely.

Requirements

2+ years experience working in a customer support role, ideally in a SaaS environment
Demonstrated resilience and adaptability in the work environment -- you're motivated by experimenting, building, working inside and outside of the team, and are confident through times of change and ambiguity
Consultative communication skills with the ability to tailor a message for your audience. You can translate complex concepts into concise explanations and summarize customer issues to technical and non-technical audiences
Demonstrated empathetic problem solving by going above and beyond to help people
A bias for action to drive for results -- if you see something that can be done differently, you say something, and you advocate on behalf of the customer

Nice To Haves

Experience with a design tool such as Figma, Sketch, Adobe
Experience with Zendesk

Responsibilities

Interact with Figma customers daily via email, taking ownership over cases from start to resolution
Develop expertise of Figma's products and the journey of our customers to accurately diagnose and solve sophisticated inquiries
Help shape the future of our Product Support function, ensuring we are focused on crafting premium experiences for our customers, creating a wide and dedicated customer base with our Figma products and brand
Operate as the voice of the customer, capturing both product and process gaps in the experience
Act as designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution

Benefits

Figma offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement.
Figma also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles.

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