Community Support Specialist
Provides public and direct technical support for Figma users across community and social platforms, moderates the community forum, investigates issues with internal teams, and turns customer feedback into product recommendations. Requires at least two years of technical SaaS support or community experience and fluency in English and Japanese.
About the job
Responsibilities
- Monitor Figma’s community and social platforms, including the community forum, X, and Reddit, and handle escalations.
- Provide technical support for new and experienced Figma users on community and social platforms.
- Moderate and organize the community forum to maintain a healthy and safe space for the global community.
- Improve engagement and create a seamless one-to-many support experience.
- Collaborate with design and engineering teams to investigate and resolve complex issues.
- Report and escalate technical issues to the 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 feature requests are implemented.
Requirements
- 2+ years of experience working in a support or community environment for a technical SaaS product.
- Strong technical capability and written communication skills, with the ability to explain complex ideas clearly.
- Ability to listen to customer feedback and respond effectively in public forums or directly to users.
- Agile and adaptive attitude, with the ability to thrive in a startup-like environment.
- Fluency in written and spoken English and Japanese.
Additional Information
- Weekday coverage is required.
- Candidates must be based in Japan.
- In-person onboarding is required if hired.
Skills
SaaS, Technical Support, Community Management, Social Media, Forum Moderation, Customer Feedback, Technical Troubleshooting, Written Communication
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