Description
We're looking for an Enterprise Support Specialist to join our Product Support team in Bengaluru. As a founding member of our Bangalore hub, you'll help define how we operate in-region - shaping workflows, influencing tooling, and raising the bar for what great Enterprise support looks like at Figma.
As an Enterprise Specialist, you'll partner closely with the Enterprise Support Manager to define and elevate our Enterprise Support function. You'll deliver exceptional support experiences that build trust throughout the Figma community, from customers to key internal partners, such as Sales, Product, and Engineering.
Your responsibilities will include:
- Developing expertise of Figma's products and the journey of our customers, from Product Designers to Account Administrators, to accurately diagnose sophisticated inquiries
- Interacting with Figma customers daily via email, taking ownership over cases from start to resolution
- Partnering closely with Sales teams to guide large scale organizations through complex workspace configurations, acting quickly to address technical issues and ensuring successful account setup
- Operating as the voice of the customer, capturing both product and process gaps in the experience and presenting data-backed cases for new feature development and process automation
- Acting as designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution
- Identifying trends and communicating insights to our Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements
- Engaging in pilot programs and experimentation to identify efficient approaches for delivering fast and personalized interactions to meet performance expectations and customer commitments
- Recommending foundational tooling and processes in partnership with our Product Support Operations teams to ensure we are set up to scale
If you have 3+ years experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers, we'd love to hear from you.