Tech-Savvy Community Support Specialist

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

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.