Full-Time

Product Support Specialist

Posted on 4/26/2024

Figma

1,001-5,000 employees

Collaborative interface design and prototyping platform

Mid

San Francisco, CA, USA + 1 more

Required Skills

Communications

Requirements

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
A bias for action to drive for results
Ability to work a shift from 8a-5p PT

Responsibilities

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 the Product Support function
Operate as the voice of the customer
Act as designated point of contact for high-risk escalations and issues

Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, design and build better products — from start to finish. Whether it’s consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page. From great products to long-lasting companies, we believe that nothing great is made alone—come make with 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 in the United States covering the hours of 8 am - 5 pm/pst.

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.
The ability to work a shift from 8a-5p PT.

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 hourly base pay 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 support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement. Figma also offers sales incentive pay for most sales roles. Figma’s compensation and benefits are subject to change and may be modified in the future. You may view our Pay Transparency Policy by clicking on the corresponding link.

Hourly Base Pay Range (SF/NY Hub):

$36.50—$63.90 USD

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 also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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. If you require accommodation, please reach out to [email protected]. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.

Examples of accommodations include but are not limited to:

Holding interviews in an accessible location
Enabling closed captioning on video conferencing
Ensuring all written communication be compatible with screen readers
Changing the mode or format of interviews

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with the applicable candidate section of Figma’s Privacy Policy.

Figma

View

Website

View Company Profile

Figma is an all-in-one design platform that facilitates collaborative interface design, prototyping, and development, featuring design systems, realistic prototyping, and Dev Mode for developers. It also offers online whiteboarding for seamless team collaboration and brainstorming.

Company Stage

M&A

Total Funding

$333.4M

Headquarters

San Francisco, California

Founded

2012

Growth & Insights

Headcount

6 month growth

↑ 1%

1 year growth

↑ 6%

2 year growth

↑ 43%

Benefits

Competitive salary & equity

Retirement with company contribution

Mental health and wellness benefits

Company recharge days

Work from home stipend

Health, Dental, & Vision

Parental leave & fertility support

Generous PTO

Learning & development stipend

Cell phone reimbursement