Community Support Specialist (Bengaluru, India)

Overview

Join Figma's Customer Operations & Support Team as the voice of Figma on its public community and social platforms, ensuring customers have an exceptional experience.

What you'll do

• Monitor community and social platforms (community forum, X, Reddit, etc.), handle escalations, and help with response and communication around incidents and support issues
• Provide outstanding technical support for new and experienced Figma users on community and social platforms
• Help moderate and organize the community forum, keeping it a healthy and safe space for the global community
• Identify trends and areas of improvement for the community forum and other community support initiatives
• Improve engagement and create a seamless one-to-many support experience
• Collaborate with design and engineering teams to investigate and resolve complex issues, and work with the Technical Quality Support team to report and escalate technical issues to the appropriate teams
• Collect and consolidate customer feedback into meaningful recommendations for product and research teams
• Close the feedback loop with users when bugs are resolved and feature requests are implemented

What you'll need

• 2+ years' experience in support or community roles for a technical SaaS product
• Familiarity with design processes and tools
• Strong technical and written communication skills, making complex ideas easy to understand
• Proactive, responsive, and detail-oriented, with strong prioritization skills
• Receptive to customer feedback, effective in public and direct responses, and adaptable to a fast-paced startup environment

Details

• Location: Bengaluru, India (Bengaluru hub)
• Must be based in India and able to cover weekdays
• Candidates must keep cameras on during video interviews
• If hired, in-person onboarding is required