Customer Support Specialist (Bengaluru, India)

Overview

Help customers succeed with the Figma product suite, from individual designers to large enterprise teams, as a Customer Support Specialist in Bengaluru.

What you'll do

• Resolve customer tickets in Zendesk, mostly by email, such as helping a designer get back into a locked account or sorting out who can view and edit a shared file
• Troubleshoot technical issues across the Figma product suite, such as figuring out why a prototype isn't behaving as expected or why a customer's AI tool won't connect to Figma
• Review AI-generated output and credit usage to make fair, consistent calls, such as deciding whether a customer's AI credit usage matches what they were charged and explaining the outcome clearly
• Write clear bug reports and product feedback, such as documenting the steps to reproduce an issue affecting several customers so Engineering can prioritize a fix
• Facilitate calls with customers when email isn't enough, such as screen-sharing with an Org admin to walk them through their team's setup
• Stay current as our products evolve, such as joining a launch session with Product Managers and Engineers, then turning what you learned into a guide or macro for the team

What you'll need

• 2+ years in a customer support role, ideally at a SaaS company
• Hands-on experience with design tools like Figma, and regular use of AI tools in your work
• A knack for technical troubleshooting and explaining complex things simply
• Excellent written English and a warm, human communication style
• Curiosity and a habit of learning new technology on your own

Nice to have

• Professional experience in UX or product design
• Familiarity with AI design or code-generation tools
• Working knowledge of Zendesk
• Background in supporting both self-serve and enterprise customers

Details

• Full-time role based in the Bengaluru office
• Work from the Bengaluru office on a schedule that aligns with US business hours
• Candidates must keep cameras on during video interviews
• Attend in-person onboarding if hired