Community Support Specialist, Weekend (London, United Kingdom)

Figma, Inc.; City of Westminster; On-site; GBP 40,000 - 50,000; Full time

Job summary

A design tool company in London is seeking a Community Support Specialist to engage with users on social platforms and provide technical support. The ideal candidate should have 2+ years of experience in a technical support role, excellent communication skills, and an agile attitude. This role involves monitoring forums, handling escalations, and ensuring user feedback is addressed. Join a passionate team committed to making design accessible for everyone in a startup-like environment.

Qualifications

• 2+ years' experience in support or community for a technical SaaS product.
• Strong technical capability with clear written communication.
• Willingness to listen to customer feedback in public forums.

Responsibilities

• Monitor community social platforms and handle escalations.
• Provide technical support for Figma users on community platforms.
• Moderate and organize the community forum to ensure a healthy space.

Skills

Technical support

Written communication

Attention to detail

Customer feedback sensibility

Agile attitude

Job description

Overview

We're looking for a great teammate based in the London hub who is technically inclined, eager to learn about design tools and community, and comfortable working in a startup-like environment where there are a lot of hats to wear. What you'll do at Figma:

Responsibilities

• Monitor our community and social platforms (community forum, X, Reddit etc.) and handle escalations
• Provide outstanding technical support for new and experienced Figma users on community and social platforms
• Help moderate and organise our community forum, making sure it stays a healthy and safe space for our global community
• Identify trends and areas of improvement for our community forum and other community support initiatives and improve engagement and create a seamless one-to-many support experience
• Collaborate with our design and engineering teams to investigate and resolve complex issues, as well as work with our Technical Quality Support team to report and escalation technical issues with the appropriate teams
• Collect and prioritize customer feedback into meaningful recommendations for our product and research teams
• Close the feedback loop with users when bugs are resolved and feature requests are implemented
• Craft detailed, easy-to-understand support content (e.g. FAQs, product launch announcements, internal documentation, etc.), holding interviews in an accessible location
• Enabling closed captioning on video conferencing
• Ensuring all written communication be compatible with screen readers
• Changing the mode or format of interviews

Interview Requirements

To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.

Qualifications

• 2+ years' experience working in a support or community environment for a technical SaaS product, with familiarity with design processes and tools
• Good technical capability and written communication skills, with the ability to turn complex ideas into easily understood concepts
• A high attention to detail and are skilled with prioritizing tasks by level of urgency
• A willingness to listen to customer feedback and respond effectively in a public forum or directly with the user and an agile and adaptive attitude, and thrive in the constantly evolving growth and excitement of startup culture
• Availability to work weekends

About Figma

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. If you're excited to shape the future of design and collaboration, join us!