Enterprise Support Specialist, Figma

German or French Speaker

Salary not provided
Sketch
Framer
Junior and Mid level
London

1-3 days a week in office

Figma

Design platform for product teams

Job no longer available

Figma

Design platform for product teams

1001+ employees

B2BEnterpriseInternal toolsDesignSaaSProduct Management

Job no longer available

Salary not provided
Sketch
Framer
Junior and Mid level
London

1-3 days a week in office

1001+ employees

B2BEnterpriseInternal toolsDesignSaaSProduct Management

Company mission

Figma's mission is to help teams create, share, test, and ship better designs from start to finish.

Role

Who you are

  • We're seeking a support expert with an ability to understand what it means to work with Enterprise-level customers and help with their unique needs
  • Fluency in German or French is essential for this role as we continue growing across our markets
  • 2+ years’ experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers
  • Fluent in English and German/French; written and spoken
  • 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

Desirable

  • Experience in evaluating the business impact of technical issues, helping to drive cross-functional alignment, prioritization, and timely resolutions
  • Familiarity with system administration for large end-user communities or guiding customers through complex implementations
  • Comfortable working with design tools such as Adobe XD, Sketch, and Framer, with an interest in UX/UI design
  • Knowledge of troubleshooting SAML/SSO and SCIM configurations for large-scale organizations

What the job involves

  • 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
  • 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
  • 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

Salary benchmarks

Our take

Figma is a web-based design platform that helps cross-functional teams of designers, project managers, and developers easily collaborate on product design projects. Its standout feature, Multiplayer mode, is like Google Docs for design, letting team members collaborate in real-time on project files that are hosted in the cloud.

Founded in 2012, Figma quickly established itself among its competitors in the sector and achieved a valuation exceeding $10 billion in 2021, boosted by a trend towards remote work. Its acquistion by Adobe for twice that amount just a year later raised eyebrows, but is a testament to the huge potential of this company and its product.

Thousands of industry-leading companies such as AirBnB, Dropbox, GitHub and Microsoft use Figma to scale their design efforts easily across distributed teams. Adobe has committed to leaving Figma autonomous going forward, and Figma will benefit from Adobe's digital imaging and AI tech in its product development.

Kirsty headshot

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

Few candidates hear
back within 2 weeks

97% employee growth in 12 months

Company

Funding (last 2 of 8 rounds)

May 2024

$415.7m

SERIES F

Jan 2022

$0.5m

SERIES E

Total funding: $749.1m

Company benefits

  • Equity
  • Health, Dental, & Vision
  • Retirement with company contribution
  • Parental leave & fertility support
  • Mental health and wellness benefits
  • Generous PTO
  • Company recharge days
  • Learning & development stipend
  • Work from home stipend
  • Cell phone reimbursement

Company values

  • Build community
  • Run with it
  • Love your craft
  • Grow as you go

Company HQ

Union Square, San Francisco, CA

Leadership

Previous Research Assistant at Microsoft for 1 year. Spent 2.5 years at Brown University pursuing a CS/Math degree, dropping out with the support of the Thiel Fellowship, when he earnt a grant of $100,000 to pursue entrepreneurial projects.

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