Product Support Specialist, (Archived) | VirtualInterview.ai

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. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!

As a member of the Product Support team, you’ll be the voice of Figma as you help to create seamless experiences for our customers every day. Engaging with our customers requires critical thinking, an investigative mindset, and impeccable communication skills. We’re looking for a team player who enjoys solving problems, has a passion for quality and creating great customer experiences, and is comfortable collaborating in a fast-paced startup environment.

This role requires fluency in Japanese and English and can be held from our London hub.

What you’ll do at Figma:

Provide exceptional customer support for new and existing Figma users via email

Tackle customer inquiries about billing, their accounts, and managing their Figma files

Act swiftly on and communicate often about high-priority customer inquiries, escalating customer issues to the appropriate team for further investigation when needed

Making suggestions for detailed, easy-to-understand support content (e.g. saved replies, internal knowledge base, process updates)

Deliver work that develops your soft and technical skills, and share skills with your team

Develop expertise of Figma's products and the journey of our customers to accurately diagnose and solve sophisticated billing and account inquiries

Partner with other teams at Figma and the Tier 1 Manager to provide feedback that helps build processes for efficient and quality customer experience

We’d love to hear from you if you have:

Proven empathetic problem solving by going above and beyond to help others

Excellent communication skills. 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, working inside and outside of the team, and are confident through times of change and ambiguity

Full Fluency in English and Japanese

While it’s not required, it’s an added plus if you also have:

Experience working in a support environment, preferably for a technical SaaS product

An interest in Design

Experience working towards KPIs

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the , we encourage you to apply anyways. You may be just the right candidate for this or other roles.

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.

Examples of accommodations include but are not limited to:

Holding interviews in an accessible location

Enabling closed captioning on video conferencing

Ensuring all written communication be compatible with screen readers

Changing the mode or format of interviews

To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice.

Product Support Specialist, Japanese Speaking (London, United Kingdom)

Job Description

What you’ll do at Figma:

Skills & Requirements