Community Support Specialist

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, design and build better products — from start to finish. Whether it’s consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page. From great products to long-lasting companies, we believe that nothing great is made alone—come make with us!

As a member of our Product Support Team, you’ll be the voice of Figma as you help ensure our community has a phenomenal experience across our different public platforms and touch-points (community forum, social, etc.) You’ll be engaging with our customers both directly and publicly, requiring critical thinking, an investigative mentality and outstanding communication skills.

This is a full time role that can be held from one of our US hubs or remotely in the United States and will require weekend coverage.

What you’ll do at Figma:

• Monitor our community and social platforms (community forum, X/Twitter, etc.) and provide outstanding technical support for new and experienced Figma users
• Help moderate and organise our community forum, making sure it stays a healthy and safe space for our global community
• Identify trends and areas of improvement for our community forum and other community support initiatives
• Collaborate with cross-functional teams (e.g. Engineering and Technical Quality Support) to report and escalate technical issues, and investigate and resolve complex issues
• Collect and prioritize customer feedback into meaningful recommendations for our product and research teams
• Close the feedback loop with users when bugs are resolved and feature requests are implemented
• Craft detailed, easy-to-understand support content (e.g. FAQs, product launch announcements, internal documentation, etc.)
• Help with response and communication around incidents and support issues
  
  

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

• 3 years’ experience working in a support or community environment for a technical SaaS product
• Familiarity with design processes and tools
• Good technical capability and written communication skills, with the ability to turn complex ideas into easily understood concepts
• A bias towards action and responsiveness
• A high attention to detail and are skilled with prioritizing tasks by level of urgency
• A willingness to listen to customer feedback and respond effectively in a public forum or directly with the user
• An agile and adaptive attitude, and thrive in the constantly evolving growth and excitement of startup culture
  
  

While not required, it’s an added plus if you also have:

• Fluent in English written and spoken. Proficiency in Spanish or Portuguese is a plus
  
  

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. Figma’s compensation and benefits are subject to change and may be modified in the future. You may view our Pay Transparency Policy by clicking on the corresponding link.

Annual Base Salary Range (SF/NY Hub):

$112,000—$215,000 USD

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
  
  

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 the applicable candidate section of Figma's Privacy Policy.