Community Support Specialist (Tokyo, Japan)

<div class="content-intro"><p>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!</p></div><p>As a member of our Customer Operations &amp; Support Team, you’ll be the voice of Figma as you help ensure our community has an exceptional experience across our different public platforms and touch-points (community forum, social, etc.) You’ll be engaging with our customers both directly and publicly, which will require critical thinking, an investigative mentality, and outstanding communication skills.&nbsp;</p> <p>We’re looking for a great teammate based in Japan who can cover weekdays and is technically inclined, eager to learn about design tools and community, and comfortable working in a startup-like environment where there are a lot of hats to wear.</p> <h4>What you’ll do at Figma:</h4> <ul> <li>Monitor our community and social platforms (community forum, X, Reddit etc.) and handle escalations</li> <li>Provide outstanding technical support for new and experienced Figma users on community and social platforms</li> <li>Help moderate and organize our community forum, making sure it stays a healthy and safe space for our global community</li> <li>Improve engagement and create a seamless one-to-many support experience</li> <li>Collaborate with our design and engineering teams to investigate and resolve complex issues</li> <li>Work with our Technical Quality Support team to report and escalate technical issues with the appropriate teams</li> <li>Collect and consolidate customer feedback into meaningful recommendations for our product and research teams</li> <li>Close the feedback loop with users when bugs are resolved and feature requests are implemented</li> </ul> <div class="section page-centered"> <h4>We'd love to hear from you if you have:</h4> <ul> <li>2+ years’ experience working in a support or community environment for a technical SaaS product</li> <li>Good technical capability and written communication skills, with the ability to turn complex ideas into easily understood concepts</li> <li>A willingness to listen to customer feedback and respond effectively in a public forum or directly with the user</li> <li>An agile and adaptive attitude, and thrive in the constantly evolving growth and excitement of startup culture&nbsp;</li> <li>A fluenc