Enterprise Support Specialist, Figma

• 2+ years’ experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers
• Language skills: English is an absolute necessity. Portuguese or Spanish would be very desirable given our expansion in the LATAM region
• 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
• A bias for action to drive for results. If you see something that can be done differently, you say something, and you advocate on behalf of the customer
• Resilience and adaptability. You're motivated by experimenting, building, and doing what's right for the customer and are confident through times of change and ambiguity
• Must be able to work a 5-day shift that expands over the weekend (Sat & Sun)

Desirable

• As an Enterprise Specialist on Figma’s Product Support team you have the exciting opportunity to work with the Enterprise Support Manager to elevate and evolve the Enterprise Support function
• This team is responsible for providing exceptional support for Figma's top customers
• You will be delivering the kind of experiences that build trust throughout the Figma community, from customers to key internal partners, such as Sales, Product, and Engineering
• We're looking for a support expert with an ability to understand what it means to work with Enterprise-level customers and help with their unique needs
• You will diagnose issues, determine solutions, and anticipate customer impact, serving as a customer advocate while working as part of a team to deliver an exceptional experience
• This is a full time role that can be held from one of our US hubs or remotely in the United States
• 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 technical teams to advocate for bug fixes, process improvements, and feature enhancements
• Work with the Product Support Learning and Performance team to develop documentation and training materials for future Enterprise Advocates