Product Support Specialist

2 hours, 25 minutes ago
Full-time
Junior
Customer and Technical Support
Figma

Figma

Figma provides a collaborative web application for interface design that enables users to seamlessly design, prototype, and gather feedback in real time, while also offering additional offline capabilities through desktop applications for macOS and Win...

Internet Software & Services
1K-5K
Founded 2012
$333M raised

Description

  • Interact with Figma customers daily via email and own cases from initial contact through resolution.
  • Develop deep expertise in Figma’s products and customer journeys to diagnose and solve complex inquiries.
  • Define and improve Product Support processes to deliver customer experiences at scale.
  • Act as the voice of the customer by identifying product and process gaps in the support experience.
  • Serve as the designated point of contact for high-risk escalations and coordinate with internal partners to resolution.
  • Own communication with customers and stakeholders through to solution on escalated issues.
  • Translate customer feedback into actionable insights for product and process improvements.

Requirements

  • 2+ years of experience in customer support, preferably in a SaaS environment.
  • Availability to work an 8am–5pm PT shift.
  • Strong communication skills with the ability to translate complex ideas for technical and non-technical audiences.
  • Resilient and adaptable, with the ability to perform well through change and ambiguity.
  • Empathetic problem-solving approach with a customer-first mindset.
  • Action-oriented and able to go above and beyond for customers.
  • Experience with a design tool such as Figma, Sketch, or Adobe is a plus.
  • Experience with Zendesk is a plus.
  • Ability to work full time from one of Figma’s US hubs or remotely within the United States.

Benefits

  • Hourly base pay range of $37.50 to $65.40 USD.
  • Equity provided to employees.
  • Health, dental, and vision coverage.
  • Retirement plan with company contribution.
  • Parental leave and reproductive or family planning support.
  • Mental health and wellness benefits.
  • Generous PTO and company recharge days.
  • Learning and development stipend, work-from-home stipend, and cell phone reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

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