Community Support Specialist
Fast Facts
Join Figma as a Community Support Specialist to provide exceptional support across various platforms while engaging directly with customers in the US.
Responsibilities: Monitor community channels for technical support, identify trends, partner with teams to resolve issues, and create support content.
Skills: 2+ years in a technical SaaS or community role, excellent communication skills, familiarity with design tools and workflows.
Qualifications: Fluency in English, availability to work weekends, and a willingness to learn and develop skills.
Location: Remote in the United States or from one of the US hubs (San Francisco, CA or New York, NY)
Compensation: Not provided by employer. Typical compensation ranges for this position are between $50,000 - $75,000.
As a member of our Product Support Team, you’ll be the voice of Figma as you help ensure our community has an exceptional experience across our different public platforms and touch-points (community forum, social, etc.) You’ll be engaging with our customers both directly and publicly, which will require critical thinking, an investigative mentality, and outstanding communication skills.
We’re looking for a great teammate based in the US who can cover weekends and is technically inclined, eager to learn about design tools and community, and comfortable working in a startup-like environment where there are a lot of hats to wear.
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
- Availability to work weekends (Wednesday to Sunday or Saturday to Wednesday)
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.
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Born on the web, Figma is a collaborative online platform designed for teams to create, share, test, and deliver superior designs from start to finish.
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