Community Support Specialist, Weekend (London, United Kingdom)

<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><div class="section page-centered"> <p>As a member of our Product 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 the London hub who 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> <p>This is a weekend cover role, with the schedule being either Wednesday to Sunday or Saturday to Wednesday.</p> <h4><strong>What you'll do at Figma:</strong></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 organise our community forum, making sure it stays a healthy and safe space for our global community</li> <li>Identify trends and areas of improvement for our community forum and other community support initiatives and improve engagement and create a seamless one-to-many support experience, and&nbsp;ollect and prioritize customer feedback into meaningful recommendations for our product and research teams</li> <li>Work with our Technical Quality Support team to report and escalate technical issues with the appropriate teams</li> <li>Close the feedback loop with users when bugs are resolved and feature requests are implemented, and craft detailed, easy-to-understand support content (e.g. FAQs, product launch announcements, internal documentation, etc.)</li> </ul> <h4><strong>We’d love to hear from you if you have:</strong></h4> <ul> <li>2+ years’ experience working in a support or community environment for a technical SaaS product, with good technical capability and written communication skills, with the ability to turn complex ideas into easily understood concepts</li> <li data-section-id="shll1d" data-start="48" data-end="103">Demonstrate a bias toward action and responsiveness</li> <li data-section-id="9wr7hs" data-start="104" data-end="177">Maintain high attention to detail while prioritizing tasks by urgency</li> <li data-section-id="1a1dgue" data-start="178" data-end="273">Listen to customer feedback and respond effectively in public forums or directly with users</li> <li data-section-id="gdx7e7" data-start="274" data-end="350" data-is-last-node="">Adapt quickly and thrive in the fast-evolving pace of startup environments</li> </ul> <div class="section page-centered"> <div> <div>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 job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.</div> </div> </div> </div><div class="content-conclusion"><p>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 <a href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf">equal opportunity workplace</a> - 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<strong>, </strong>or any other characteristic protected by law. We also consider qualified applicants regardless of criminal h