11 days ago

Community Support Specialist

Figma

On Site
Full Time
$120,000
New York, NY

Job Overview

Job TitleCommunity Support Specialist
Job TypeFull Time
CategoryCommerce
Experience5 Years
DegreeMaster
Offered Salary$120,000
LocationNew York, NY

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Job Description

Community Support Specialist at Figma

Figma is seeking a passionate Community Support Specialist to join our Product Support Team. In this role, you will be the voice of Figma, ensuring our community has an exceptional experience across various public platforms like forums and social media. This position requires critical thinking, an investigative mindset, and outstanding communication skills as you engage directly and publicly with our customers.

We are looking for a teammate based in the US who can cover weekends, is technically inclined, eager to learn about design tools and community, and comfortable in a startup-like environment. This is a full-time role that can be held from one of our US hubs or remotely in the United States.

What you'll do at Figma:

  • Monitor community and social channels (forum, X, Reddit, etc.) providing outstanding technical support and managing escalations to Figma users
  • Identify trends, surface improvements, and help scale one-to-many support and engagement
  • Partner with Design, Engineering, and Technical Quality Support to investigate, report, and resolve complex issues
  • Gather customer feedback, translate it into actionable insights for product and research teams, and close the loop with users when updates ship
  • Create clear, helpful support content (FAQs, announcements, documentation) and assist with incident communication

We'd love to hear from you if you have:

  • 2+ years supporting users in a technical SaaS or community environment, with strong familiarity with design tools and workflows
  • Excellent technical and written communication skills, able to simplify complex concepts and engage effectively with users
  • A willingness to listen to customer feedback and respond effectively in a public forum or directly with the user
  • A fluency in English, written and spoken

Key skills/competency:

  • Technical Support
  • Community Management
  • Customer Engagement
  • SaaS Environment
  • Design Tools
  • Problem Solving
  • Content Creation
  • Communication Skills
  • User Advocacy
  • Escalation Management

Tags:

Community Support Specialist
technical support
community management
customer engagement
problem-solving
content creation
social media monitoring
customer feedback
escalation management
user advocacy
trend identification
Figma
social media
community forums
ticketing systems
CRM software
knowledge base
collaboration tools
communication platforms
help desk software
analytics tools

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How to Get Hired at Figma

  • Research Figma's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor to align your application.
  • Tailor your resume: Highlight your technical SaaS support experience, familiarity with design tools, and proven community engagement skills to stand out.
  • Showcase communication skills: Prepare to demonstrate your ability to simplify complex technical concepts and engage effectively in public forums during interviews.
  • Prepare for technical questions: Be ready to discuss your experience troubleshooting and resolving complex issues related to design software and community platforms.
  • Demonstrate problem-solving: Share specific examples of how you've investigated issues, identified trends, and translated user feedback into actionable improvements.

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