Product Support Specialist - Remote

Overview

As a member of our Product Support Team, you’ll be the voice of Figma as you help ensure our community has a phenomenal experience across our different public platforms and touch-points (community forum, social, etc.) You’ll be engaging with our customers both directly and publicly, requiring critical thinking, an investigative mentality and outstanding communication skills.

In Short

• Monitor our community and social platforms and provide outstanding technical support for new and experienced Figma users
• Help moderate and organise our community forum
• Identify trends and areas of improvement for our community forum
• Collaborate with cross-functional teams to report and escalate technical issues
• Collect and prioritize customer feedback into meaningful recommendations
• Close the feedback loop with users when bugs are resolved
• Craft detailed, easy-to-understand support content
• Help with response and communication around incidents and support issues

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
• A bias towards action and responsiveness
• A high attention to detail and are skilled with prioritizing tasks
• A willingness to listen to customer feedback
• An agile and adaptive attitude

Benefits

• Equity to employees
• Health, dental & vision benefits
• Retirement with company contribution
• Parental leave and family planning support
• Mental health & wellness benefits
• Generous PTO and company recharge days
• Learning & development stipend
• Work from home stipend
• Cell phone reimbursement