Product Support Specialist

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 We'd love to hear from you if you have: 2+ years experience working in a customer support role, ideally in a SaaS environment Demonstrated resilience and adaptability in the work environment -- you're motivated by experimenting, building, working inside and outside of the team, and are confident through times of change and ambiguity Consultative communication skills with the ability to tailor a message for your audience. You can translate complex concepts into concise explanations and summarize customer issues to technical and non-technical audiences Demonstrated empathetic problem solving by going above and beyond to help people A bias for action to drive for results -- if you see something that can be done differently, you say something, and you advocate on behalf of the customer 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 At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other 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 (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information. Figma offers equity to employees, as well a competitive package of additional benefits, including health, dental vision, retirement with company contribution, parental leave reproductive or family planning ... (truncated, view full listing at source)