Product Support Specialist
New
F
FigmaSaaS Design Tools
Remotely in the United States, 8am–5pm PTFull-TimeMiddle
Salary37.5 - 65.4 USD per hour
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Job Details
- Experience
- 2+ years
- Required Skills
- FigmaSketchProblem SolvingCustomer supportSaaSZendesk
Requirements
- 2+ years in customer support, preferably in a SaaS environment
- Resilient and adaptable - performs well through change and ambiguity
- Strong communicator - translates complex ideas for both technical and non-technical audiences
- Empathetic problem-solver who goes above and beyond for customers
- Action-oriented with a customer-first mindset
- Availability for an 8am–5pm PT shift
- Experience with a design tool such as Figma, Sketch, Adobe (plus)
- Experience with Zendesk (plus)
Responsibilities
- Interact with Figma customers daily via email, taking ownership over cases from start to resolution
- Develop expertise of Figma's products and the journey of our customers to accurately diagnose and solve sophisticated inquiries
- Define and improve processes within our Product Support function, ensuring we deliver premium customer experiences at scale
- Operate as the voice of the customer, capturing both product and process gaps in the experience
- Act as designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution
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