[Hiring] Product Support Specialist @Figma

Role Description

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!

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.

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.

Qualifications

• 2+ years experience working in a customer support role, ideally in a SaaS environment.
• Demonstrated resilience and adaptability in the work environment.
• Consultative communication skills with the ability to tailor a message for your audience.
• Demonstrated empathetic problem solving by going above and beyond to help people.
• A bias for action to drive for results.

Requirements

• 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.

Benefits

• Equity to employees.
• Competitive package of additional benefits, including health, dental & vision.
• Retirement with company contribution.
• Parental leave & reproductive or family planning support.
• Mental health & wellness benefits.
• Generous PTO.
• Company recharge days.
• Learning & development stipend.
• Work from home stipend.
• Cell phone reimbursement.
• Sales incentive pay for most sales roles.
• Annual bonus plan for eligible non-sales roles.

Pay Transparency Disclosure

If based in Figma’s San Francisco or New York hub offices, this role has the annual base salary range stated below. Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process, market demands, and specific work location.

Hourly Base Pay Range: $37.50 — $54.80 USD

Company Description

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment.