Product Support Specialist (SaaS)

TL;DR

Product Support Specialist (SaaS): Providing seamless customer experiences and solving sophisticated product inquiries for Figma's design platform with an accent on technical diagnosis and process improvement. Focus on managing high-risk escalations and acting as the voice of the customer to bridge product gaps.

Location: Must be based in the United States (remote or hybrid from San Francisco or New York hubs)

Salary: $37.50 - $65.40 per hour

Company

Figma is a collaborative design platform that empowers teams to brainstorm, prototype, and translate designs into code in real time.

What you will do

• Manage customer cases via email from initial contact to final resolution.
• Diagnose and solve complex product inquiries by developing deep expertise in Figma's tools.
• Define and improve internal Product Support processes to ensure premium customer experiences at scale.
• Act as the voice of the customer by identifying and reporting product and process gaps.
• Serve as the primary point of contact for high-risk escalations, coordinating with partners to find solutions.

Requirements

• 2+ years of experience in customer support, preferably in a SaaS environment.
• Must be located in the United States.
• Availability for an 8am–5pm PT shift.
• Strong communication skills with the ability to translate complex ideas for technical and non-technical audiences.
• Resilient and adaptable mindset, capable of performing well amidst change and ambiguity.

Nice to have

• Experience with design tools such as Figma, Sketch, or Adobe.
• Experience using Zendesk.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• Equity options and retirement plan with company contribution.
• Generous PTO, company recharge days, and parental leave.
• Learning and development stipend plus a work-from-home stipend.
• Mental health and wellness benefits and cell phone reimbursement.