Community Support Specialist (Tokyo, Japan)

Figma
Tokyo
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Communication","Investigative mindset","Critical thinking","Adaptability","Public-facing customer focus"]

Serve as the public voice of the company by monitoring Figma’s community and social platforms and handling escalations. Provide technical support to new and experienced users, moderate and organize the community forum, and improve one-to-many support experiences. Collaborate with design and engineering teams to investigate complex issues, escalate technical bugs through the Technical Quality Support team, and synthesize customer feedback into actionable recommendations.

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FursaFursa
Figma
Figma
1 month ago

Community Support Specialist (Tokyo, Japan)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Serve as the public voice of the company by monitoring Figma’s community and social platforms and handling escalations. Provide technical support to new and experienced users, moderate and organize the community forum, and improve one-to-many support experiences. Collaborate with design and engineering teams to investigate complex issues, escalate technical bugs through the Technical Quality Support team, and synthesize customer feedback into actionable recommendations.
Location: Tokyo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Monitor community and social platforms (community forum, X, Reddit, etc.) and handle escalations.
  • •Provide technical support for new and experienced Figma users on community and social platforms.
  • •Moderate and organize the community forum to keep it healthy and safe.
  • •Improve engagement by creating a seamless one-to-many support experience.
  • •Collaborate with design and engineering teams to investigate and resolve complex issues; escalate technical issues with the Technical Quality Support team; collect and synthesize customer feedback and close the feedback loop with users.

Key Requirements

  • •2+ years of experience in support or community roles for a technical SaaS product.
  • •Strong technical capability and written communication skills to explain complex ideas clearly.
  • •Comfort responding to customers with feedback in a public forum or directly with users.
  • •An agile, adaptive mindset suited to a startup environment.
  • •Fluency in English and Japanese, written and spoken.
Experience:2+ yearsSaaSTechnical supportCommunity support
Skills:CommunicationInvestigative mindsetCritical thinkingAdaptabilityPublic-facing customer focus
Languages:EnglishJapanese

Company Brief

Figma
Design collaboration platform for teams that enables interface design, prototyping, and real-time collaboration in the browser. Figma streamlines product design workflows, handoff to developers, and design system management for organizations of all sizes.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Decacorn (USD 10B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn