Product Support Specialist

About Figma

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma ’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!

About the Role

You'll be the voice of Figma as you help to create seamless experiences for our customers every day. Engaging with our customers requires critical thinking, an investigative mindset and impeccable communication skills. We're looking for someone who is technically curious, brings high standards to their work, and thrives in a collaborative, high-velocity 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:

• Interact with Figma customers daily via email, taking ownership over cases from start to resolution
• Develop expertise of Figma's products and the journey of our customers to accurately diagnose and solve sophisticated inquiries
• Define and improve processes within our Product Support function, ensuring we deliver premium customer experiences at scale
• Operate as the voice of the customer, capturing both product and process gaps in the experience
• Act as designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution

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

• 2+ years in customer support, preferably in a SaaS environment
• Resilient and adaptable - performs well through change and ambiguity
• Strong communicator - translates complex ideas for both technical and non-technical audiences
• Empathetic problem-solver who goes above and beyond for customers
• Action-oriented with a customer-first mindset, plus availability for an 8am–5pm PT shift

Bonus Points:

• Experience with a design tool such as Figma, Sketch, Adobe
• Experience with Zendesk

Grow as you go

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Pay Transparency Disclosure

If based in Figma’s San Francisco or New York hub offices, this role has the annual base salary range stated below. Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information. Figma offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement. Figma also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. Figma’s compensation and benefits are subject to change and may be modified in the future. Hourly Base Pay Range: $37.50—$65.40 USD

Diversity & Inclusion

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities. Examples of accommodations include but are not limited to:

• Holding interviews in an accessible location
• Enabling closed captioning on video conferencing
• Ensuring all written communication be compatible with screen readers
• Changing the mode or format of interviews

Hiring Process

To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.

Data Privacy

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice.

Key skills/competency

Customer Support, SaaS, Communication, Problem-Solving, Zendesk, Figma, Technical Curiosity, Collaboration, Empathy, Adaptability