Community Support Specialist, Weekend (London, United Kingdom)

Figma is growing its team of creatives and builders on a mission to make design accessible to all.

As a member of the Product Support Team, you’ll be the voice of Figma, ensuring the community has an exceptional experience across public platforms and touch-points.

What you'll do at Figma:

• 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 organise the community forum, ensuring it stays a healthy and safe space for the global community
• Identify trends and areas of improvement for the community forum and other community support initiatives, improving engagement and creating a seamless one-to-many support experience
• Collect and prioritise customer feedback into meaningful recommendations for product and research teams
• Work with the Technical Quality Support team to report and escalate technical issues
• Close the feedback loop with users when bugs are resolved and feature requests are implemented, crafting detailed support content

Requirements:

• 2+ years’ experience working in a support or community environment for a technical SaaS product, with good technical capability and written communication skills
• Demonstrate a bias toward action and responsiveness
• Maintain high attention to detail while prioritising tasks by urgency
• Listen to customer feedback and respond effectively in public forums or directly with users
• Adapt quickly and thrive in the fast-evolving pace of startup environments

Benefits:

• Celebrate and support differences, promoting diversity and inclusion
• Equal opportunity workplace, dedicated to equal employment opportunities
• Reasonable accommodation for individuals with disabilities