Product Support Specialist, German Speaking (London, United Kingdom)

Figma; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading design collaboration platform is seeking a Customer Support Specialist to assist users in resolving inquiries and enhancing their experience. The ideal candidate will have over 2 years of experience in a customer support role, strong problem-solving abilities, and excellent communication skills. This position offers a dynamic work environment where you can grow and develop your skills.

Qualifications

• 2+ years’ experience working in a customer support role, ideally in a SaaS environment.
• Demonstrated resilience and adaptability in the work environment.
• Consultative communication skills with the ability to tailor messages for your audience.
• Demonstrated empathetic problem solving by going above and beyond to help people.
• A bias for action to drive for results.

Responsibilities

• Interact with Figma customers daily via email, handling cases from start to resolution.
• Develop expertise in Figma's products to offer accurate solutions.
• Help shape the future of the Product Support function.
• Act as the voice of the customer, capturing product gaps.
• Manage high-risk escalations as the designated point of contact.

Skills

Customer support experience

Resilience and adaptability

Consultative communication skills

Empathetic problem solving

Bias for action

Tools

Figma

Zendesk

Job description

Overview

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!

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


• Help shape the future of our Product Support function, ensuring we are focused on crafting premium experiences for our customers, creating a wide and dedicated customer base with our Figma products and brand


• 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’ experience working in a customer support role, ideally in a Saas environment


• Demonstrated resilience and adaptability in the work environment – you're motivated by experimenting, building, working inside and outside of the team, and are confident through times of change and ambiguity


• Consultative communication skills with the ability to tailor a message for your audience. You can translate complex concepts into concise explanations and summarize customer issues to technical and non-technical audiences


• Demonstrated empathetic problem solving by going above and beyond to help people


• A bias for action to drive for results – if you see something that can be done differently, you say something, and you advocate on behalf of the customer

While it’s not required, it’s an added plus if you also have

• Experience with a design tool such as Figma, Sketch, 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 anyways. You may be just the right candidate for this or other roles.

At Figma we celebrate and support our differences. We are 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/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to [e-mail]. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.

Examples of accommodations

• 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

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.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice.