Content Specialist - Product Support
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- Posted
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Content Specialist - Product Support
Figma
Job Location
Salary Range
122k - 215k USD / YEAR
Job Summary
This role owns content strategy and operations for Figma's Product Support team, enabling a great customer experience and building expertise. The position involves developing an internal knowledge base, creating communications, and collaborating with cross-functional partners. It requires strong written communication skills, prioritization, and project management abilities. Experience in support environments, content production, or knowledge management is preferred. Figma values growth and encourages applicants to apply even if their experience doesn't align perfectly with the job description.
This role owns the content strategy and operations for the Product Support team, which interacts with Figma’s customers every day. The role will help inform Specialists on how to handle questions around processes, products, and policies. It’s a critical role to enable Figma to provide a great customer experience and help build expertise on the team.
This is a full time role that can be held from one of our US hubs or remotely in the United States.
What you’ll do at Figma:
Continue to build our knowledge management strategy, which centers around an internal knowledge base that scales with business needs and utilizes AI to boost Specialist performance
Strengthen the sharing, creation, and curation of knowledge within the global Product Support organization and with cross-functional partners
Develop and contribute to vital internal and external communications such as Product Support newsletters, knowledge base articles, FAQs, macros, and more
Collaborate with the broader Learning & Performance function and our cross-functional partners (i.e. Product, Product Education, Marketing) to ensure our knowledge base is up-to-date with the latest product and feature launches
Help to plan, prioritize, and launch knowledge and content programs that address our teams needs with onboarding, release launches, ongoing product knowledge, and skills building
Innovate in driving the retention of knowledge and the adoption of tools that help generate the right info for the right person at the right time
We'd love to hear from you if you have:
3+ years of experience in Support environments with experience in producing content or working in or partnering with a knowledge management function
Ability to prioritize competing requests to deliver results
Ability to manage and prioritize complex projects while providing clarity and vision to key stakeholders
Possess strong written communication skills, with the ability to turn complex ideas into easily understood concepts
Experience writing about products or services for audiences
While not required, it’s an added plus if you also have:
Experience managing content for a technical SaaS product
Experience in fast-paced support environments
Professional writing experience
Exposure to working on a global scale
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.
