Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, create, test, and ship better designs, together. From great products to long-lasting companies, we believe that nothing great is made alone—come make with us!
As a member of the Product Support team, 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 a team player who enjoys solving problems, has a passion for quality and creating great customer experiences, and is comfortable collaborating in a fast-paced startup environment.
This role will be hybrid from our London hub. #LI-KS1
What you’ll do at Figma
Provide exceptional customer support for new and experienced Figma users via email
Solve customer inquiries about billing, their accounts, and managing their Figma files
Act swiftly on and communicate often about high-priority customer inquiries, escalating customer issues to the appropriate team for further investigation when needed
Making suggestions for detailed, easy-to-understand support content (e.g. saved replies, internal knowledge base, process updates)
Deliver work that develops your soft and technical skills, and share skills with your team
Develop expertise of Figma's products and the journey of our customers to accurately diagnose and solve sophisticated billing and account inquiries
Partner with other teams at Figma and the Tier 1 Manager to provide feedback that helps build processes for efficient and quality customer experiences
We’d love to hear from you if you have:
Experience working in a support environment; for a technical SaaS product is a plus!
Demonstrated empathetic problem solving by going above and beyond to help people
Excellent communication skills. You can translate complex concepts into concise explanations and summarize customer issues to technical and non-technical audiences
A bias for action to drive for results – if you see something that can be done differently, you say something, and you advocate on behalf of the customer
Resilience and adaptability – you're motivated by experimenting, building, working inside and outside of the team, and are confident through times of change and ambiguity
Must be fluent in English and Portuguese; written and verbal
Ability to work a 7am-4pm or 9am-6pm BST shift, Monday-Friday
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.
Read more about our team:
Figma's next product is a multiplayer whiteboard called FigJam
We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please let your recruiter know if you require accommodation.