Community Support Specialist

About the role

Figma is seeking a dedicated professional to represent our brand and assist our global user base. You will manage public interactions across various platforms to ensure our community receives high-quality technical guidance and support.

Key facts

What you'll do

• Oversee community and social channels including X, Reddit, and our official forum.
• Resolve technical inquiries for users of varying experience levels.
• Maintain a safe and organized environment by moderating community discussions.
• Develop strategies to improve support engagement and reach.
• Partner with engineering and design departments to troubleshoot complex system issues.
• Coordinate with the Technical Quality Support team to track and escalate bugs.
• Synthesize user feedback into actionable insights for product development teams.
• Update users directly once their reported bugs or feature requests are addressed.

Requirements

• Minimum 2 years of experience in a community or support role for a technical SaaS product.
• Strong technical aptitude and the ability to explain complex concepts clearly.
• Proven ability to manage public-facing communication and respond to user feedback.
• Adaptability to a fast-paced startup environment.
• Full professional proficiency in both English and Japanese.

Skills & tools

• Technical support ticketing and community management platforms.
• Social media monitoring tools.
• Proficiency in Figma design and prototyping tools.

Practical notes

• Candidates must keep cameras on during video interviews.
• In-person onboarding is required for new hires.
• Figma is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities. Contact accommodations-ext@figma.com for assistance.
• All application data is processed according to the Figma Candidate Privacy Notice.