The opportunity
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.
What you'll do
Develop expertise of Figma's products and the journey of our customers, from: Product Designers to Account Administrators, to accurately diagnose sophisticated inquiries
Interact with Figma customers daily via email, taking ownership over cases from start to resolution
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
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
Act as designated point of contact for high-risk escalations and issues,: proactively engaging the appropriate partners, and owning communication through to solution
Identify trends and communicate insights to our Product and Engineering teams: to advocate for bug fixes, process improvements, and feature enhancements
What they're looking for
- Engage in pilot programs and experimentation to identify efficient approaches: for delivering fast and personalized interactions to meet performance expectations and customer commitments
- Recommend foundational tooling and processes in partnership with our Product: Support Operations teams to ensure we are set up to scale
- + years' experience working in a Support environment for a technical SaaS: product, ideally supporting Enterprise customers
- Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations
