Product Support Specialist

About Figma

Figma is growing its team of passionate creatives and builders with a mission to make design accessible to all. Our platform empowers teams to bring ideas to life, from brainstorming and prototyping to design-to-code translation and AI-driven iteration. Figma streamlines workflows, accelerates development, and facilitates real-time collaboration globally. Join us to shape the future of design and collaboration.

About the Role

You will be the voice of Figma, instrumental in creating seamless experiences for our customers daily. Engaging with our customers requires critical thinking, an investigative mindset, and impeccable communication skills. We are looking for individuals who are technically curious, maintain high standards in their work, and thrive in a collaborative, high-velocity environment. This is a full-time role that can be based remotely within the United States or from one of our US hub locations.

What You’ll Do at Figma

• Interact with Figma customers daily via email, taking ownership of cases from initiation to resolution.
• Develop deep expertise in Figma's products and customer workflows to accurately diagnose and resolve sophisticated inquiries.
• Define and enhance processes within our Product Support function to ensure the delivery of premium customer experiences at scale.
• Act as the voice of the customer, identifying and reporting both product and process gaps.
• Serve as the designated point of contact for high-risk escalations and critical issues, proactively engaging relevant partners and managing communication through to resolution.

We’d Love to Hear From You If You Have

• 2+ years in customer support, preferably within a SaaS environment.
• Resilience and adaptability, with the ability to perform well amidst change and ambiguity.
• Strong communication skills, capable of translating complex ideas for both technical and non-technical audiences.
• An empathetic approach to problem-solving, consistently going above and beyond for customers.
• An action-oriented, customer-first mindset, with availability for an 8am–5pm PT shift.

Added Plus If You Also Have

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

Grow as You Go

At Figma, one of our core values is "Grow as you go." We believe in hiring intelligent, curious individuals eager to learn and develop their skills. If you are excited about this role but your past experience doesn't perfectly align with every point listed, we strongly encourage you to apply. You might be the ideal candidate for this or other opportunities.

Pay Transparency Disclosure

For roles based in Figma’s San Francisco or New York hub offices, the annual base salary range is as follows. Job level and actual compensation will be determined by factors including, but not limited to, individual qualifications objectively assessed during the interview process (skills, 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 eligible for remote work, the pay range is localized according to employee work location, typically between 80% and 100% of the stated range. Please discuss your specific work location with your recruiter for more information.

Figma offers equity, a competitive benefits package including health, dental & vision, retirement with company contribution, parental leave & reproductive/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. Sales roles may receive sales incentive pay, and eligible non-sales roles may receive an annual bonus. Figma's compensation and benefits are subject to change.

Hourly Base Pay Range:
$37.50—$65.40 USD

Equal Opportunity Statement

At Figma, we celebrate and support our differences. We believe that a diverse team, rich in varied 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 are committed to providing reasonable accommodation to individuals with disabilities to ensure equal opportunity in the application process, interview process, performance of essential job functions, and receipt of other employment benefits. If you require accommodation, please contact accommodations-ext@figma.com. These modifications are intended to enable individuals with disabilities to have an equal opportunity not only to obtain a job but also to successfully perform their job tasks to the same extent as individuals without disabilities. Examples include accessible interview locations, closed captioning, screen reader compatibility, and modified interview formats.

To maintain the integrity of our hiring process and foster a personal connection, we require all candidates to keep their cameras on during video interviews. Additionally, in-person onboarding will be required upon hiring.

By applying for this job, you acknowledge and agree that any personal data in your application or supporting materials will be processed in accordance with Figma’s Candidate Privacy Notice.