Community Support Specialist (SaaS)

TL;DR

Community Support Specialist (SaaS): Managing public community platforms and providing technical support for Figma users with an accent on community moderation and technical troubleshooting. Focus on improving user engagement, consolidating customer feedback, and collaborating with engineering teams to resolve complex issues.

Location: Tokyo, Japan. Must be based in Japan and available for in-person onboarding.

Company

Figma is a collaborative design platform that empowers teams to brainstorm, prototype, and iterate using AI to make design accessible to all.

What you will do

• Monitor community and social platforms (X, Reddit, forum) and handle escalations.
• Provide technical support for new and experienced Figma users on public platforms.
• Moderate and organize the community forum to maintain a healthy and safe space.
• Collaborate with design and engineering teams to investigate and resolve complex issues.
• Consolidate customer feedback into meaningful recommendations for product and research teams.
• Close the feedback loop with users when bugs are resolved or feature requests are implemented.

Requirements

• 2+ years of experience in support or community roles for a technical SaaS product.
• Fluency in English and Japanese (written and spoken).
• Strong technical capability and the ability to simplify complex concepts.
• Adaptive attitude and ability to thrive in a fast-paced startup-like environment.
• Must be based in Japan.

Culture & Benefits

• Inclusive environment celebrating diversity of thought and experience.
• "Grow as you go" philosophy focusing on curiosity and skill development.
• Dedicated support and reasonable accommodations for individuals with disabilities.
• Equal opportunity workplace committed to fair hiring practices.