Content Specialist, Product Support

Summary

Join Figma's growing team and become the Content Strategy and Operations lead for the Product Support team. This full-time role, which can be based in a US hub or remotely within the US, involves building and maintaining the internal knowledge base, collaborating with cross-functional teams, and creating engaging content. You will strengthen knowledge sharing, develop internal and external communications, and plan content programs to address team needs. The ideal candidate possesses strong written communication skills and 3+ years of experience in support environments with knowledge management experience. Figma offers a competitive compensation package and benefits.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• Experience managing content for a technical SaaS product
• Experience in fast-paced support environments
• Professional writing experience
• Exposure to working on a global scale

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