Community Support Specialist (Bengaluru, India)

Figma; United States; Remote; USD 7,400 - 11,000; Full time

Job summary

Figma in Bengaluru is seeking a customer operations and support specialist to help ensure an exceptional experience across our public platforms. You’ll engage with users directly and publicly, requiring clear communication, critical thinking, and a proactive mindset.

With 2+ years in technical SaaS support, you’ll monitor forums and social channels, escalate complex issues, collect user feedback, and collaborate with design and engineering to improve our community and products.

Qualifications

• 2+ years in technical SaaS support or community roles.
• Familiarity with design processes and tools.
• Strong written and verbal communication; able to explain complex ideas.
• Proactive, responsive, and detail-oriented in a fast-paced startup.

Responsibilities

• Monitor our community and social platforms, handle escalations, and communicate around incidents and support issues.
• Provide outstanding technical support for new and experienced users on community and social platforms.
• Moderate and organize our community forum to keep it healthy and safe for a global audience.
• Identify trends and areas for improvement for our community and support initiatives.
• Improve engagement and create a seamless one-to-many support experience.
• Collaborate with design and engineering to investigate and resolve issues; escalate to appropriate teams.
• Collect and consolidate customer feedback into recommendations for product and research teams.
• Close the feedback loop with users when bugs are resolved and features are implemented.

Skills

SaaS support

Technical writing

Customer communication

Public responses

Tools

Community forums

Social media

Job description

the company is growing our team of passionate creatives and builders on a mission to make design accessible to all. the company’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, the company 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!

As a member of our Customer Operations & Support Team, you’ll be the voice of the company as you help ensure our community has an exceptional experience across our different public platforms and touch-points (community forum, social, etc.) You’ll be engaging with our customers both directly and publicly, which will require critical thinking, an investigative mentality, and outstanding communication skills. We’re looking for a great teammate based in India who can cover weekdays and is technically inclined, eager to learn about design tools and community, and comfortable working across multiple workstreams in a startup-like environment.

This role will be based out of our Bengaluru hub.

What you’ll do at the company:

• Monitor our 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 the company users on community and social platforms

• Help moderate and organize 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

• Improve engagement and create a seamless one-to-many support experience

• Collaborate with our design and engineering teams to investigate and resolve complex issues, and work with our Technical Quality Support team to report and **escalate** technical issues to the appropriate teams

• Collect and consolidate 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

We’d love to hear from you if you have:

• 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

At the company, 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 the company we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. the company 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/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 include but are not limited to:

• 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 the company's Candidate Privacy Notice.

Application limits:

• Candidates may submit up to 5 applications during any rolling 30-day period.

• Candidates may not reapply to the same role while an application is active or within 90 days of receiving a rejection.

Once the applicable days has passed, candidates are welcome to apply again.