Product Support Specialist

15時間前

Tokyo Figma

Figma is growing our team of passionate people on a mission to make design accessible to all. , Figma helps entire product teams , design and build better products — from start to finish. Whether it's consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page. From great products to long-lasting companies, we believe that nothing great is made alone—come with us

As the new addition to our Product Support team in Japan, you'll have the exciting opportunity to help build processes and shape the team culture. 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 is technically inclined, has a passion for quality and creating great customer experiences, and is comfortable collaborating in a fast-paced startup environment.

What you'll do at Figma

  • Help shape the future of our Product Support function in Japan, ensuring we are focused on crafting premium experiences for our customers, creating a wide and dedicated customer base with our Figma products and brand.
  • 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.
  • Partner closely with Sales to guide large scale organizations through complex workspace configurations, acting quickly to address technical issues and ensuring successful account setup.
  • Operate as the voice of the customer, capturing both product and process gaps in the experience and presenting data-backed cases for new feature development and process automation.
  • Help to build, translate, and maintain content for our internal and external supporting tools such as the Help Center, our knowledge base, and macros.
  • Act as designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution.
  • Identify trends and communicate insights to our Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements.
  • Help to onboard and train Product Support Specialists, ensuring we deliver quality customer experiences along the way

    • We'd love to hear from you if you have:

  • 2+ years' experience working in a support environment for a technical SaaS product
  • 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.
  • Consultative communication skills with the ability to tailor a message for your audience. You can translate complex concepts into concise explanations and summarize customer issues to technical and non-technical audiences.
  • Demonstrated empathetic problem solving by going above and beyond to help people
  • 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.
  • Native Level Japanese Fluency, High business level English Fluency

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

  • Experience in evaluating business impact of technical issues to drive cross functional alignment, prioritization, and timely resolutions.
  • Experience working with system administration for large end-user communities or guiding customers through complicated implementations.
  • Bonus: Experience working with design tools like Adobe XD, Sketch, and/or Framer and a passion for UX/UI design.
  • Bonus: Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations.

    • 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.

    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 - 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 . 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

    • 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 the applicable candidate section of .

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