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Community Support Specialist, Weekend

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Figma

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a member of our Product 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 the London hub who 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.

Job Responsibility:

  • 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 organise our community forum, making sure it stays a healthy and safe space for our global community
  • Identify trends and areas of improvement for our community forum and other community support initiatives and improve engagement and create a seamless one-to-many support experience
  • Collaborate with our design and engineering teams to investigate and resolve complex issues, as well as work with our Technical Quality Support team to report and escalate technical issues with the appropriate teams
  • Collect and prioritize 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
  • Craft detailed, easy-to-understand support content (e.g. FAQs, product launch announcements, internal documentation, etc.)

Requirements:

  • 2+ years’ experience working in a support or community environment for a technical SaaS product, with familiarity with design processes and tools
  • Good technical capability and written communication skills, with the ability to turn complex ideas into easily understood concepts
  • A high attention to detail and are skilled with prioritizing tasks by level of urgency
  • A willingness to listen to customer feedback and respond effectively in a public forum or directly with the user and an agile and adaptive attitude, and thrive in the constantly evolving growth and excitement of startup culture
  • Availability to work weekends

Additional Information:

Job Posted:
January 05, 2026

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