Description
Figma is growing its team of creatives and builders on a mission to make design accessible to all.
As a member of the Customer Operations & Support Team, you'll be the voice of Figma, ensuring our community has an exceptional experience across public platforms and touch-points.
You’ll engage with customers directly and publicly, requiring critical thinking, investigative mentality, and outstanding communication skills.
We’re looking for a teammate based in Japan who can cover weekdays, is technically inclined, eager to learn about design tools and community, and comfortable working in a startup-like environment.
Responsibilities
- Monitor community and social platforms (community forum, X, Reddit, etc.) and handle escalations
- Provide outstanding technical support for new and experienced Figma users on community and social platforms
- Help moderate and organize the community forum, ensuring it stays a healthy and safe space for the global community
- Improve engagement and create a seamless one-to-many support experience
- Collaborate with design and engineering teams to investigate and resolve complex issues
- Work with the Technical Quality Support team to report and escalate technical issues
- Collect and consolidate customer feedback into meaningful recommendations for product and research teams
- Close the feedback loop with users when bugs are resolved and feature requests are implemented
Requirements
- 2+ years’ experience working in a support or community environment for a technical SaaS product
- Good technical capability and written communication skills, with the ability to turn complex ideas into easily understood concepts
- A willingness to listen to customer feedback and respond effectively in a public forum or directly with the user
- An agile and adaptive attitude, thriving in the constantly evolving growth and excitement of startup culture
- Fluency in English and Japanese, written and spoken
Benefits
Figma celebrates and supports differences, employing a team rich in diverse thoughts, experiences, and opinions.
Figma is an equal opportunity workplace, 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.
If you require accommodation, please reach out to accommodations-ext@figma.com.