Customer Support Specialist (Bengaluru, India)

Figma; United States; Remote; USD 6,300 - 9,500; Full time

Job summary

Figma is seeking a Customer Support Specialist to help customers succeed across the product suite. You’ll engage designers and enterprise teams, learn from Product and Engineering, and contribute to guides and processes as products evolve.

This full-time role is based in Bengaluru and aligned with US business hours, offering remote collaboration with global teams and a chance to influence product direction through direct customer feedback.

Qualifications

• 2+ years in a customer support role, ideally at a SaaS company
• Hands-on experience with design tools like the company, 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

Responsibilities

• 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 company 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 the company
• 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
• Work from our Bengaluru office during a schedule that aligns with US business hours

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 Customer Support Specialist, you’ll help customers succeed with the the company product suite, from individual designers to large enterprise teams. You’ll join an experienced, close-knit support team that cares about each other and about doing great work for customers. AI is changing how people design and build, and our products are changing with it. You’ll be among the first to see how customers use what we ship, you’ll learn directly from our Product and Engineering teams, and what you hear from customers will help shape what we build next.

This is a full-time role based in our Bengaluru office.

What you’ll do at the company:

• 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 the company 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 the company

• 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

• Work from our Bengaluru office during a schedule that aligns with US business hours

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

• 2+ years in a customer support role, ideally at a SaaS company

• Hands-on experience with design tools like the company, 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

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

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.