Community Support Specialist

Summary

Join Figma's Product Support Team and become the voice of Figma, ensuring a phenomenal user experience across various platforms. You will monitor community forums and social media, provide technical support, moderate discussions, identify areas for improvement, and collaborate with cross-functional teams. This full-time role, based in a US hub or remotely within the US, requires weekend coverage. Responsibilities include addressing technical issues, collecting user feedback, creating support content, and responding to incidents. The ideal candidate possesses 3+ years of experience in a technical SaaS support environment, strong communication skills, and a bias towards action.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

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

Benefits

• 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
• Cell phone reimbursement
• Equity