Community Support Specialist

As a member of our Product Support Team, you’ll be the voice of Figma as you help ensure our community has a phenomenal experience across our different public platforms and touch-points (community forum, social, etc.) You’ll be engaging with our customers both directly and publicly, requiring critical thinking, an investigative mentality and outstanding communication skills. 

This is a full time role that can be held from one of our US hubs or remotely in the United States and will require weekend coverage.

What you’ll do at Figma:

• Monitor our community and social platforms (community forum, X/Twitter, etc.) and provide outstanding technical support for new and experienced Figma users

• Help moderate and organise our community forum, making sure it stays a healthy and safe space for our global community

• Identify trends and areas of improvement for our community forum and other community support initiatives

• Collaborate with cross-functional teams (e.g. Engineering and Technical Quality Support) to report and escalate technical issues, and investigate and resolve complex issues

• Collect and prioritize customer feedback into meaningful recommendations for our product and research teams

• Close the feedback loop with users when bugs are resolved and feature requests are implemented

• Craft detailed, easy-to-understand support content (e.g. FAQs, product launch announcements, internal documentation, etc.)

• Help with response and communication around incidents and support issues

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

• 3+ 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 

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

• Fluent in English written and spoken. Proficiency in Spanish or Portuguese is a plus

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.