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Enterprise Support Specialist

figma· 174 open roles

Location TBD On-siteFull-time1 months ago
Salary
$93,776 - $136,072
Experience
Mid
Job Type
Full-time
Posted
1 months ago
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About This RoleAI processing…

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!

Key Responsibilities

  • 1
    Develop expertise of Figma's products and the journey of our customers, from Product Designers to Account Administrators, to accurately diagnose sophisticated inquiries
  • 2
    Interact with Figma customers daily via email, taking ownership over cases from start to resolution
  • 3
    Partner closely with Sales teams to guide large scale organizations through complex workspace configurations, acting quickly to address technical issues and ensuring successful account setup
  • 4
    Operate as the voice of the customer, capturing both product and process gaps in the experience and presenting data-backed cases for new feature development and process automation
  • 5
    Act as designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution
  • 6
    Identify trends and communicate insights to our Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements
  • 7
    Engage in pilot programs and experimentation to identify efficient approaches for delivering fast and personalized interactions to meet performance expectations and customer commitments
  • 8
    Recommend foundational tooling and processes in partnership with our Product Support Operations teams to ensure we are set up to scale

Requirements

  • 3+ years' experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers
  • Experience working with system administration for large end-user communities or guiding customers through complicated implementations
  • Experience in evaluating business impact of technical issues to drive cross functional alignment, prioritization, and timely resolutions
  • 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

Perks & Benefits

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

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