Product Support Specialist

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. You'll be the voice of Figma as you help to create seamless experiences for our customers every day. Engaging with our customers requires critical thinking, an investigative mindset and impeccable communication skills. We're looking for someone who is technically curious, brings high standards to their work, and thrives in a collaborative, high‑velocity environment. This is a full time role that can be held from one of our US hubs or remotely in the United States. What you’ll do at Figma: Interact with Figma customers daily via email, taking ownership over cases from start to resolution Develop expertise of Figma's products and the journey of our customers to accurately diagnose and solve sophisticated inquiries Define and improve processes within our Product Support function, ensuring we deliver premium customer experiences at scale Operate as the voice of the customer, capturing both product and process gaps in the experience Act as designated point of contact for high‑risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution We’d love to hear from you if you have: 2+ years in customer support, preferably in a SaaS environment Resilient and adaptable – performs well through change and ambiguity Strong communicator – translates complex ideas for both technical and non‑technical audiences Empathetic problem‑solver who goes above and beyond for customers Action‑oriented with a customer‑first mindset, plus availability for an 8 am–5 pm PT shift While it’s not required, it’s an added plus if you also have: Experience with a design tool such as Figma, Sketch, or Adobe Experience with Zendesk 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 anyway. Pay Transparency Disclosure Hourly Base Pay Range: $37.50 – $65.40 USD Benefits Figma offers equity to employees, as well as a competitive package of additional benefits, including health, dental, and vision insurance; a retirement plan with company contribution; parental and reproductive or family‑planning support; mental‑health and 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 and an annual bonus plan for eligible non‑sales roles. Equal Employment Opportunity 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 or expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. #J-18808-Ljbffr