[Hiring] Product Support Specialist @Figma

Role Description

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 someone who is technically curious, brings high standards to their work, and thrives in a collaborative, high-velocity environment.

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:

• 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.
• Define and improve processes within our Product Support function, ensuring we deliver premium customer experiences at scale.
• 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 in customer support, preferably in a SaaS environment.
• Resilient and adaptable - performs well through change and ambiguity.
• Strong communicator - translates complex ideas for both technical and non-technical audiences.
• Empathetic problem-solver who goes above and beyond for customers.
• Action-oriented with a customer-first mindset, plus availability for an 8am–5pm PT shift.

Requirements

• While it's 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

• Figma offers equity to employees, as well as a 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.
• Figma also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles.
• Hourly Base Pay Range: $37.50 — $65.40 USD.