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Figma is seeking a Community Support Specialist based in Tokyo to join the Customer Operations & Support Team. In this role, you'll be the voice of Figma, ensuring our global community has an exceptional experience across public platforms including our community forum, social media (X, Reddit), and other touchpoints.
You'll monitor community and social platforms, handle escalations, and provide outstanding technical support to both new and experienced Figma users. Key responsibilities include moderating and organizing the community forum to maintain a healthy, safe space; improving engagement through seamless one-to-many support experiences; and collaborating with design and engineering teams to investigate and resolve complex technical issues.
You'll work with the Technical Quality Support team to report and escalate technical issues appropriately, collect and consolidate customer feedback into meaningful product recommendations, and close the feedback loop with users when bugs are resolved or features are implemented.
The ideal candidate has 2+ years of experience in support or community roles for technical SaaS products, strong technical capability and written communication skills, and the ability to translate complex ideas into easily understood concepts. You should be comfortable with public-facing communication, have an agile and adaptive attitude suited to startup culture, and be fluent in both English and Japanese (written and spoken). This is a weekday-based position in a startup-like environment where you'll wear multiple hats and grow alongside the company.
