Community Support Specialist (Tokyo, Japan)
As a member of our Customer Operations & Support Team, you’ll be the voice of Figma 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 Japan who can cover weekdays and 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:
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 organize our community forum, making sure it stays a healthy and safe space for our global community
Improve engagement and create a seamless one-to-many support experience
Collaborate with our design and engineering teams to investigate and resolve complex issues
Work with our Technical Quality Support team to report and escalate technical issues with 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 working in a support or community environment for a technical SaaS product
Good technical capability and written communication skills, with the ability to turn complex ideas into easily understood concepts
A willingness to listen to customer feedback and respond effectively in a public forum or directly with the user
An agile and adaptive attitude, and thrive in the constantly evolving growth and excitement of startup culture
A fluency in English and Japanese, written and spoken
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.