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Figma is seeking a Customer Support Specialist to join its Bengaluru office, working with a close-knit support team to help customers succeed with the Figma product suite—from individual designers to large enterprise teams. You'll be among the first to see how customers use new features, learn directly from Product and Engineering teams, and provide feedback that shapes future product development.
Key responsibilities include:
- Resolve customer support tickets in Zendesk, primarily via email, addressing issues such as account access, file sharing permissions, and team setup
- Troubleshoot technical problems across the Figma product suite, including prototype behavior, AI tool integration, and feature-specific issues
- Review AI-generated output and credit usage to make fair, consistent decisions and communicate outcomes clearly to customers
- Write clear bug reports and product feedback, documenting reproduction steps and customer impact for Engineering prioritization
- Facilitate customer calls and screen-sharing sessions when email support is insufficient, particularly for organizational admins and complex setups
- Stay current with product evolution by attending launch sessions with Product Managers and Engineers, then creating guides and support macros for the team
- Work from the Bengaluru office on a schedule aligned with US business hours
The role is full-time and based in the Bengaluru office.
Requirements:
- 2+ years of customer support experience, ideally at a SaaS company
- Hands-on experience with design tools like Figma and regular use of AI tools in your work
- Strong technical troubleshooting skills and ability to explain complex concepts simply
- Excellent written English and warm, human communication style
- Curiosity and self-directed learning approach to new technology
Desirable qualifications:
- Professional experience in UX or product design
- Familiarity with AI design or code-generation tools
- Working knowledge of Zendesk
- Background supporting both self-serve and enterprise customers
