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 one of our first Resolution Specialists on the Product Support team, you'll have the exciting opportunity to help define, build, and elevate this new support function. The Resolutions team will help to elevate the level of service we deliver to our customers and internal teams by providing support through subject matter expertise and high-touch relationship building. If you love to help others grow through coaching and are passionate about building long lasting relationships with customers and team members, we want to hear from you!

What you'll do at Figma:

Coach Product Support Specialists with complex issues and escalations, helping them build product knowledge, efficiency, and confidence with troubleshooting to ensure we deliver quality customer experiences.
Support our Figmate population, such as Sales and Engineering, with questions about the product, policy and procedure, and act as an additional layer to help resolve complex customer issues.
Own executive escalations with a focus on repairing trust and creating deeper customer loyalty.
Engage with dissatisfied customers with the aim to provide quick issue resolution and get them back to what they love doing most, designing.
Collaborate with our Content Specialist to ensure our knowledge base is up-to-date so that our team can find the information they need most with ease.
Collect team and customer feedback, identify trends, and communicate insights to advocate for continuous improvements with the employee and customer experience.
Develop expertise of Figma's products and the journey of our customers, from Product Designers to Developers, to accurately support and resolve complex inquiries and customer satisfaction issues.

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

5+ years' experience working in a support environment for a technical SaaS product.
Experience and expertise working with Figma and a passion for design.
Consultative communication skills with the ability to tailor a message for your audience. You can translate complex concepts into concise explanations and summarize customer issues to technical and non-technical audiences.
Top-notch de-escalation skills that enable you to resolve customer concerns and complaints swiftly while earning their trust.
A bias for action to drive results ?" if you see something that can be done differently, you say something, and you advocate on behalf of our users.

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

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.

About Figma

Dylan Field and Evan Wallace co-founded Figma in 2012 with the vision of building tools for designers in the browser. Their goal was to create the first design tool that combined the accessibility of the Web with the functionality of a native app. Today Figma is a platform with tools and spaces to support the entire product development process?"idea to design to build?"and has simplified collaboration for companies like Microsoft, Uber, and The New York Times to name a few.

At Figma, we celebrate and support our differences. We know employing a team rich in diverse backgrounds, experiences, and opinions allows our employees, products, and community to flourish. Figma is an equal opportunity workplace?"we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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.

Summary
Company name: Figma
Remote job title: Resolution Specialist, Product Support
Job tags: figma, Software as a Service, Escalation