Product Support Specialist

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 in the United States covering the hours of 8 am - 5 pm/pst.  

What you’ll do at Figma:

• 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.

We'd love to hear from you if you have:

• 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.

• The ability to work a shift from 8a-5p PT.

While not required, it’s an added plus if you also have:

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

• Experience with Zendesk

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.