Content Specialist, Figma

• 3+ years of experience in Support environments with experience in producing content or working in or partnering with a knowledge management function
• Ability to prioritize competing requests to deliver results
• Ability to manage and prioritize complex projects while providing clarity and vision to key stakeholders
• Possess strong written communication skills, with the ability to turn complex ideas into easily understood concepts
• Experience writing about products or services for audiences

Desirable

• This role owns the content strategy and operations for the Product Support team, which interacts with Figma’s customers every day
• The role will help inform Specialists on how to handle questions around processes, products, and policies
• It’s a critical role to enable Figma to provide a great customer experience and help build expertise on the team
• Continue to build our knowledge management strategy, which centers around an internal knowledge base that scales with business needs and utilizes AI to boost Specialist performance
• Strengthen the sharing, creation, and curation of knowledge within the global Product Support organization and with cross-functional partners
• Develop and contribute to vital internal and external communications such as Product Support newsletters, knowledge base articles, FAQs, macros, and more
• Collaborate with the broader Learning & Performance function and our cross-functional partners (i.e. Product, Product Education, Marketing) to ensure our knowledge base is up-to-date with the latest product and feature launches
• Help to plan, prioritize, and launch knowledge and content programs that address our teams needs with onboarding, release launches, ongoing product knowledge, and skills building
• Innovate in driving the retention of knowledge and the adoption of tools that help generate the right info for the right person at the right time