Community Support Specialist

United States
Jun, 23
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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, create, test, and ship better designs, together. From great products to long-lasting companies, we believe that nothing great is made alone—come make with us!
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 (support forum, social, etc.) You’ll be engaging with our customers both directly and publicly, requiring critical thinking, an investigative mentality and outstanding communication skills. We’re looking for a great teammate based in the US who is technically inclined, eager to learn about design tools and community, and comfortable working in a startup environment where there are a lot of hats to wear.
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:

    • Provide outstanding technical support for new and experienced Figma users on our community and social platforms (support forum, Twitter, etc.)
    • Help moderate and organize our support forum, making sure it stays a healthy and safe space for our global community
    • Help identify new community support moderators and training them on all forum operations
    • Connect with our developer community and helping bring their plugins to Figma
    • Identify trends and areas of improvement for our support forum and other community support initiatives
    • Improve engagement and creating a seamless one-to-many support experience
    • Collaborate with our design and engineering teams to investigate and resolve complex issues
    • Write clear bug reports and raising technical issues with the appropriate teams
    • Collect and prioritizing customer feedback into meaningful recommendations for our product and research teams
    • Close the feedback loop with users when bugs are resolved and feature requests are implemented
    • Craft detailed, easy-to-understand support content (e.g. FAQs, drafts for new Support Forum and Help Center articles, internal documentation, etc.)
    • Help with response and communication around incidents and support issues

We'd love to hear from you if you have:

    • 2+ 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, with the ability to turn complex ideas into easily understood concepts
    • Excellent decision quality and creative problem solving skills
    • A high attention to detail and are skilled with prioritizing tasks by level of urgency
    • A willingness to listen to customer feedback and respond effectively in a public forum or directly with the user
    • Experience streamlining processes and communicating across teams (design, engineering, product)
    • An agile and adaptive attitude, and thrive in the constantly evolving growth and excitement of startup culture 
We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please let your recruiter know if you require accommodation.
About Figma
Dylan Field and Evan Wallace co-founded Figma in 2012 with the vision of building tools for designers in the browser. Their goal was to create the first design tool that combined the accessibility of the Web with the functionality of a native app. Today Figma is a platform with tools and spaces to support the entire product development process—idea to design to build—and has simplified collaboration for companies like Microsoft, Uber, and The New York Times to name a few. 
At Figma, we celebrate and support our differences. We know employing a team rich in diverse backgrounds, experiences, and opinions allows our employees, products, and community to flourish. Figma is an equal opportunity workplace—we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.
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