Enterprise Support Specialist, Korean Speaking

About the role

Figma is on the lookout for a dedicated technical support expert to join our team and provide exceptional assistance to our strategic enterprise clients. This position is based in our Singapore office, where you will tackle intricate issues and enhance the support experience for our most significant accounts. Your role will be pivotal in ensuring that our clients receive the highest level of service and support as they navigate the Figma platform.

Key facts

What you'll do

• Oversee the entire process of customer inquiries received through email, ensuring each issue is tracked from the initial report to its successful resolution.
• Work closely with Sales and Engineering teams to facilitate the setup and configuration of workspaces for large organizations.
• Serve as the main contact for high-priority technical escalations, ensuring that urgent issues are addressed promptly.
• Analyze product deficiencies and process inefficiencies to provide insights that will guide future feature enhancements.
• Collaborate with Support Operations to develop and optimize internal tools and workflows that improve efficiency.
• Engage in pilot programs to explore innovative approaches for delivering tailored customer interactions.
• Enhance your understanding of the Figma platform to effectively assist a diverse range of users, including designers and account administrators.
• Maintain a proactive approach in identifying potential challenges faced by clients and recommend solutions to improve their experience.
• Document and share best practices and solutions with the team to foster a culture of continuous improvement.
• Participate in training sessions to stay updated on new features and updates within the Figma platform.
• Build strong relationships with clients to understand their needs and provide personalized support.
• Contribute to team meetings and discussions to share insights and strategies for improving client satisfaction.

Requirements

• A minimum of 3 years of experience in a technical support capacity, particularly with SaaS products catering to enterprise-level clients.
• Strong skills in troubleshooting SCIM and SAML/SSO configurations for large organizations.
• Proven experience in managing system administration for extensive user bases or guiding complex implementations.
• Ability to evaluate the business implications of technical issues to facilitate cross-functional prioritization.
• Full professional proficiency in both Korean and English to effectively support stakeholders in the region.
• Excellent communication skills, both verbal and written, to convey technical concepts clearly to non-technical users.
• A customer-centric mindset with a passion for delivering high-quality support and solutions.

Nice to have

• Familiarity with design tools such as Sketch, Adobe XD, or Framer, which can enhance your ability to assist clients effectively.
• Understanding of AI concepts, including the basics of machine learning, prompt refinement, or natural language processing tools.
• Experience working in a fast-paced environment where adaptability and quick thinking are essential.

Skills & tools

• Technical Support
• Enterprise SaaS
• SAML/SSO
• SCIM
• System Administration
• Korean Language Proficiency
• English Language Proficiency

Practical notes

• Candidates are required to keep their cameras on during video interviews to foster engagement and connection.
• Successful candidates must attend in-person onboarding sessions to integrate into the team effectively.
• Figma is committed to providing reasonable accommodations for individuals with disabilities throughout the hiring process; requests can be directed to accommodations-ext@figma.com.
• All personal information submitted during the application process will be managed in accordance with the Figma Candidate Privacy Notice, ensuring your data is handled with care and respect.

Join us at Figma, where your expertise will play a crucial role in shaping the support experience for our enterprise clients. If you are passionate about technology and customer service, we would love to hear from you!

About the company

Figma is a collaborative design platform used by teams to create, prototype, and ship products. Founded by Dylan Field and Evan Wallace in 2012, Figma pioneered browser-based design tools. Adobe attempted to acquire Figma for $20 billion in 2022 but the deal was terminated in December 2023 due to regulatory concerns.